CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Beyond Philosophy

JUNE 14, 2016

Temkin’s infographic blog also offered-up report statistics on the most actively used metrics: Satisfaction (89% transactional metrics/84% relationship metrics), Likely to Recommend (77% transactional/81% relationship), and Customer Effort (52% transactional/53% relationship).

Metrics 150

Metrics Customer Experience Consulting Consulting 150