How do customer success KPIs change with a self-serve product?
4 Answers
AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y
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...
1385 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
For self-serve products, the KPIs shift to focus more heavily on product-led indicators and automated engagement metrics. Here's how I'd adjust them:Priority KPIs for Sel...
614 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y
Customer success KPIs for a self-serve product may differ from those for a more traditional, high-touch product. This is more of a 1:Many methodology driven based on thes...
1226 Views
Confluent Senior Director of CS & Account Management • 5mo
With a self-serve product, KPIs shift from relationship-driven engagement to product-driven insight. Since customer success plays out primarily through product experience...
434 Views
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