Customer Success KPIs

1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (conversion rates, lead scoring), brand awareness (social media sentiment, brand mentions), CAC, CLV, retention rates, customer ex......Read More
716 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
Developing quarterly or annual customer success OKRs and tying them to individual projects involves a structured approach: 1. Understand Company Goals: Align OKRs with overall company goals. 2. Define Objectives: Set specific objectives for the team. 3. Identify Key Results: Establish measu......Read More
491 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
Setting KPIs can indeed feel arbitrary, especially in new or uncertain markets. However, there are strategies to overcome this uncertainty and set realistic goals: 1. Market Research and Analysis: this shall help set goals for the organization's fiscal year. 2. Benchmarking: Compare yours......Read More
481 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
I'd structure my thoughts tailored to the company's goals, customer needs, and product/service offerings, distinguish between leading and lagging indicators, establish the median metric numbers, and improvise as we go from time to time. 1. Understand Company Goals: I will start by understandin......Read More
476 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
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 these strategies. Here's how they typically change: 1. Customer Onboarding and Activation: With a self-serve product, the focus ......Read More
490 Views
2 Answers
Georgia Glanville Harrison
Georgia Glanville Harrison
Braze VP Customer Success, EMEAJanuary 26
Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More
6080 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort ......Read More
504 Views
2 Answers
Stephen O'Keefe
Stephen O'Keefe
HubSpot Senior Director, Customer SuccessFebruary 21
I've found two KPIs to be difficult to commit to: 1. Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain outcome. To frame this another way, I've often observed customer health scores as b......Read More
14697 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and objectives, defining clear objectives and KPIs, evaluating segmentation and existing processes, and fostering cross-functional ......Read More
507 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
The importance of KPIs might vary from organization to organization and between the respective goals or objectives. It makes more sense to have continued or enhanced metrics than just focusing on the initial level of evaluating a particular KPI. Usage / Number of Logins - It helps us delve into ......Read More
492 Views