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Customer Success KPIs

When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?

1 Answer

Gainsight Senior Director - Client Outcomes • April 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

584 Views

How do you develop quarterly/annual customer success OKRs and tie those to individual projects?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

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Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

435 Views

What's your process for figuring out what metrics to hold customer success accountable for?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

432 Views

How do customer success KPIs change with a self-serve product?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

449 Views

How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

2 Answers

Georgia Glanville Harrison

Braze VP Customer Success, EMEA • January 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

5907 Views

What are good OKRs for customer success?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

459 Views

What are some of the *worst* KPIs to commit to achieving?

2 Answers

Stephen O'Keefe

HubSpot Senior Director, Customer Success • February 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

14265 Views

I’m the first customer success hire in my company. What advice would you give to someone tasked with establishing this function in an existing business structure?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

461 Views

What are some KPIs that you find over-hyped and/or unimportant?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 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

442 Views

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