As you can probably imagine, I’m asked all the time what the best Customer Success KPIs are.
What metrics should you use to know if your Customer Success initiative is working.
Here’s the deal. I’m not an analyst… I’m a consultant.
Companies hire me to help them rapidly acquire good-fit customers, keep those customers longer, get them to buy more over that extended lifetime, and get those customers to advocate for them, too.
That’s called Customer Success-driven Growth.
The reality is, though, that every company is at a different stage as a company, with their Customer Success initiative, etc. so wha the “best” metric for one company at one point may not be the best metric for another company (or even the same company) at a different time.
Let’s dig into this, but first I have to address something serious…