Using the right customer success KPIs will tell you exactly how much value customers are getting from your product. We explore the top 7 metrics.
Customer success is all about knowing what you want to track for success. Within Customer Success and especially in SaaS customer success, there are several metrics and key performance indicators that you should track. The most significant ones include churn rate, Net Promoter Score (NPS), Avera...
Acustomer successdashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor? Here we’ll suggest...
But even those two “metrics that matter” are made up of several other metrics that matter – in this case, a different KPI for each customer cohort. So when you want to figure out your Customer Success Management KPIs, you can have those roll-up, high-level metrics, but the real, ac...
Keep your customer service and support team on target each quarter with a customer success KPI dashboard like this one fromUbiq. It displays relevant metrics like average response time, first call resolution, and NPS scores. You can even track top-performing ...
As you can probably imagine, I’m asked all the time what the best Customer Success KPIs are. What metrics should you use to know if your Customer Success initiative is working. Here’s the deal. I’m not an analyst… I’m a consultant. ...
Always try to ensure that your customer KPIs align with the broader business goals. You’ll have to understand how customer service contributes to overall business success and helps in selecting relevant and impactful metrics. 3. Identify Key Customer Touchpoints ...
Measuring customer acquisition success FAQ on customer acquisition metrics The platform built for future-proofing Get in touch It’s not always feasible to rely on your existing customer base to drive revenue. Without a steady stream of new customers coming your way, growth will stagnate—particula...
After a business review session with your customer success team After an in-store purchase Many companies use CSAT score as a KPI for their customer-facing team, reviewing scores of both individual contributors and teams to evaluate performance. Pros & Cons Allows measurement of customer satisfaction...
Customer SuccessCon Reviews - The Conferences through the eyes of the participants. Customer SuccessCon is designed for senior CS execs and profitability.