AMA: AlertMedia VP, Customer Success, Trevor Flegenheimer on Customer Success KPIs

The important thing is to start measuring items. Your initial 'goal' may be off, but you won't know that until you start measuring it and having your team work towards a ...

You have to look at what the business cares about and then work backwards to how Customer Success fits into those overall targets. For example, if the business has a rete...

The best KPIs that I have seen include:Net Revenue RetentionGross Revenue RetentionQBRs completedHealth score impacted (e.g., number of customers who move from red to gre...

With a self-serve product, you probably want to stay away from some of the more product-based KPIs (e.g., product adoption or health score if it's largely adoption driven...

The Customer Success and Account Management relationship is critical to the overall health of the business, especially if Net Revenue Retention is a key metric. Often tim...

This is a great question! As the first Customer Success hire, I would start by getting a lay of the land of the business -- what is the customer sentiment, how are renewa...

KPIs are the ultimate indicator of where you want your team to spend their time. The old adage that people do what they're get paid to do holds true. If you're paying peo...

I think the single worst KPI is 'customer touchpoints.' Customers don't want to be bothered unless you have information that is valuable to them that commands them to sto...

There was another question similar to this, so including my answer here:I think the single worst KPI is 'customer touchpoints.' Customers don't want to be bothered unless...