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What metrics/data points have you found to be the most successful in providing the C-suite adequate insight into the customer base and its health? What are the top 3 questions you get from the C-suite on the CS organization?

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3 Answers
Influencing the C-Suite
  1. Farhad Bharucha
    Farhad Bharucha

    Truveris AVP, Customer Success + Customer Operations | Formerly Zendesk, Khoros, SS&C Advent • 9mo

    Great question! and I'm going to split this question up into two pieces.. When looking at data (which my middle name starts with a D and I joke around that it is Data...) the most impactful metrics are those that directly connect customer health to revenue outcomes and future growth. I focus on three layers: Retention Metrics (Core Health but Lagging Indicators): Gross Retention (GRR): Are we protecting the existing base? Net Retention (NRR): Are we expanding, not just holding the line? Adoption ...Read More

    1,358 Views
  2. Ryan Fixell, MBA
    Ryan Fixell, MBA

    Splunk Director, Customer Success | AMER CMT • 9mo

    When working with C-suite executives, I've found they mainly focus on two key concerns: "What tangible value am I gaining compared to the costs of the contract?" "How can I be confident that our implementation will prevent a major breach or headline?" Based on these priorities, I prioritize identifying the critical metrics or use cases that need to be measured. They often aren't interested in individual cases, app usage, or the number of users—these are simply seen as costs. Instead, the emphasi ...Read More

    1,385 Views
  3. Nicole Alrubaiy
    Nicole Alrubaiy

    Jellyfish Senior Vice President, Customer Success • 2y

    You can go two ways here with respect to metrics. Use a metric they know and understand Pros: They can engage with it, they have an understanding of why it may be going up or down and a sense of how they can help influence it. Cons: It might not be the best measure of the health of the customer base or may be one of 5+ factors. Use something new that you feel better represents the business. Pros: You can have confidence (if you've done your homework) that influencing this metric will drive reten ...Read More

    1,189 Views

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