Customer Success Metrics
Posted: Thu Feb 20, 2025 5:23 am
As with the Account Manager, renewals and second sales generated are indicators used to measure the performance of the CS .
However, since this is a more comprehensive job, this professional is also subject to other metrics, such as:
Net Promoter Score (NPS): This is a rating given by ukraine mobile database customers , responding — on a scale of 1 to 10 (generally) — how much they would recommend the company to a friend.
Churn rate: is the customer turnover rate , that is, it takes into account those who have unsubscribed or cancelled a certain contract.
Activation: refers to the commitment of customers to a product or service, based on the premise that the more they use it, the more satisfied they are with it.
Customer ROI: This is nothing more than the return on investment that the customer has had after purchasing a product or service. If this is positive, it is a very good sign that user satisfaction has been achieved.
Results: encompass all the objectives met by clients with the help of the CS and the team in general.
What does it take to be a Customer Success?
You already know that the work of a CS is demanding and highly significant, but what qualities should these professionals have to carry it out successfully? Some of them are:
Knowledge of the service or product
This point is key. Remember that Customer Success must have the ability to solve specific customer problems and, in general, instruct them on the use of a particular product or service.
However, since this is a more comprehensive job, this professional is also subject to other metrics, such as:
Net Promoter Score (NPS): This is a rating given by ukraine mobile database customers , responding — on a scale of 1 to 10 (generally) — how much they would recommend the company to a friend.
Churn rate: is the customer turnover rate , that is, it takes into account those who have unsubscribed or cancelled a certain contract.
Activation: refers to the commitment of customers to a product or service, based on the premise that the more they use it, the more satisfied they are with it.
Customer ROI: This is nothing more than the return on investment that the customer has had after purchasing a product or service. If this is positive, it is a very good sign that user satisfaction has been achieved.
Results: encompass all the objectives met by clients with the help of the CS and the team in general.
What does it take to be a Customer Success?
You already know that the work of a CS is demanding and highly significant, but what qualities should these professionals have to carry it out successfully? Some of them are:
Knowledge of the service or product
This point is key. Remember that Customer Success must have the ability to solve specific customer problems and, in general, instruct them on the use of a particular product or service.