What's your process for figuring out what metrics to hold customer success accountable for?
5 Answers
AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y
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...
1665 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
Let me walk you through a systematic approach for developing customer success metrics:Start with core business objectives:Customer retention/churn rateExpansion revenue/u...
649 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y
I'd structure my thoughts tailored to the company's goals, customer needs, and product/service offerings, distinguish between leading and lagging indicators, establish th...
1138 Views
SurveyMonkey VP of Customer Success | Formerly Microsoft • 8mo
This is a great question, because what metrics you look at and what standards you set are incredibly important. It also really depends on what Customer Success means to y...
760 Views
Confluent Senior Director of CS & Account Management • 6mo
We split metrics into leading and lagging indicators. Leading metrics, like adoption or engagement frequency, show whether we’re focusing on the right customer behaviours...
430 Views
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