What key metrics and KPIs do you track for success with enterprise clients?
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
The only standard metrics or KPIs I can provide to you for tracking success with enterprise clients are meta metrics and meta KPIs: how do you measure the value of your product? All metrics and KPIs should focus on how a customer will know the ROI in your solution is worth it. Tracking activity metrics or touchpoints serves you to know your staff isn't lazy... but it does NOT measure success if you are looking at success as answering these questions: what value has the customer received? what organizational goals are supported by our solution? are we making our customer a hero or a zero in their role?
608 Views
Top Customer Success Mentors
John Brunkard
Sitecore Vice President of Customer Success APJ
Meenal Shukla
Gainsight Senior Director of Customer Success
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Ben Terrill
Brex Senior Director, Customer Success
Conor Holmes
Confluent Director, Customer Success EMEA
Rebecca Warren
Eightfold Director, Customer Success
Jessica Haas
Appcues Chief of Staff & VP of CX
Natasha Evans
Hook Head of Customer
Caoimhe Carlos
Udemy Vice President Global Customer Success
Michael Maday
Gainsight Senior Director, Customer Success
Related Questions
If you already have a solid Enterprise Customer Success team, how are you up-leveling this?In what ways do you partner with your Product Management team to meet the unique needs of your Enterprise Customers?What is your favorite interview question or scenario for an Enterprise Customer Success Manager?What are the characteristics and contributions of a top-notch sales enablement leader given your role in customer success?What is a good baseline ARR and account volume for an Enterprise Customer Success Manager?How do you train and enable your Enterprise Customer Success Managers?