Customer success metrics are measurements used to track and evaluate the success of a company’s customer success efforts. These metrics can help businesses understand how well they are meeting customers’ needs and achieving their desired outcomes and can provide insight into areas for improvement.
Some common customer success metrics may include:
- Customer retention rate: The percentage of customers who continue to use a company’s products or services over a given period of time.
- Customer lifetime value: The total revenue a customer is expected to generate over the course of their relationship with a company.
- Net promoter score: A measure of customer satisfaction and loyalty, calculated by asking customers how likely they are to recommend a company’s products or services to others.
- Customer satisfaction score: A measure of how satisfied customers are with a company’s products or services.
- Customer churn rate: The percentage of customers who stop using a company’s products or services over a given period of time.
- Adoption rate: The percentage of customers who are actively using a company’s products or services.
- Usage rate: The average number of times customers use a company’s products or services over a given period of time.
- Upsell/cross-sell rate: The percentage of customers who purchase additional products or services from a company.
By tracking these and other customer success metrics, businesses can gain a better understanding of their customers’ needs and preferences, and can develop strategies to improve the customer experience and drive success.
