Which Metrics Drive Customer Success?


When you want to know whether or not your efforts have been put to use properly regarding your customers, then you need to take a look at some certain metrics in order to determine if you need to make any changes. These customer success metrics can help you to decide whether you need to adjust your strategy or if what you’re doing is successful or not.


Here are some metrics you might want to be aware of when you are determining whether or not you have successfully worked with a client.


Business metrics

In the past, businesses’ successes were completely defined by how many sales were made or how many times a product might have been renewed. Now that technology has allowed greater access to data and it is easier to see what is working and what needs to be changed, there are a few other types of goals worth keeping in mind like net retention, revenue, and the gross upsell. You can make these even more targeted by making them into KPIs that can either be met or not—it’s a simple way to keep track of what actions are successful.


Adoption metrics

If your business includes a product or service, your adoption metrics are going to be incredibly important since they will allow you to to see how many of your customers have actually used your work to help. This way, you can choose to assist them or you can see if there might be something that is keeping them from wanting to use your product or service. Adoption metrics can be a great way to see the changes you might need to make to your own business model.


Outcome metrics

Of course, the reason your customers have chosen you is because they would like to see some results. Going over these with your clients can show them where you have helped them reach certain goals. Some of these might be related to productivity, ROI, and increased engagement with their own product or service. After your customers have had a few months to work with you, then you should sit down with them in person or over a call and discuss whether or not they have received the results they want.


Can a customer success platform help?

One tool that can help you with all of this is a customer success platform. By offering data and insight into how your customers are behaving, you can make informed decisions that help you retain your clients and help them make better decisions, as well. The good news is that they don’t have to be super expensive. Depending on the type of features you want and the number of customers you have, you can choose one that fits your needs and your budget.


In summary

When you are looking at your metrics, you want to make sure that you are looking at the whole picture and that you have numbers to share with your customers. This can help you when you are looking to keep them around or show new ones your success rate.