Blogs
February 8, 2023
Author:
ClientSuccess

The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)

The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.

Client Success selected these metrics with the customer top of mind – indicators of the human experience.  

  • NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.
  • GRR: gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers.
  • ARPU: the average revenue per user (ARPU) looks at the total revenue your customers are bringing in averaged out across all of your customers. If your company is B2B, this could be interpreted as average revenue per logo.
  • ARR: annual recurring revenue (ARR) is a company-wide metric that measures the value of a customer’s contract (aka what they are paying) on an ongoing yearly basis.
  • Renewal rate: understanding the percentage of customers that renew their business with your team can help your customer success functions and your executive team understand how the business is growing and where things will stand down the road.
  • Logo churn rate: this metric looks at the percentage of logos (aka customers) that churn (end their contracts) in a given period vs. the number of customers that your team started within that same period.
  • Logo retention rate: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe.
  • Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time.
  • Percentage of live customers: this is the total percentage of your customer base that is currently ”live” – aka fully onboarding and using – your platform or service.
  • Average days in onboarding: tracking the average days it takes to get your customers onboarded can help your team identify gaps in onboarding or help optimize this incredibly crucial step of the customer lifecycle.
  • Number of active users: once a customer is live and using your product or service, measure the total number of active users to stay on top of any dips or increases in logins.
  • Product adoption: this metric tracks how many users at a specific customer are using the product or service. Over time, the product adoption rate should continue to rise as more and more users join the solution.
  • CES: a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution.
  • License utilization rate: if your product is sold as part of a licensing agreement, this metric tracks how, if at all, these are being used. For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%.
  • Outcomes: during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. Did they achieve these outcomes? Looking at this metric on a customer level and then across your entire customer base can help your team assess how your team as a whole is succeeding.
  • Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Customer =engagement can be measured by monitoring inbound support questions, stakeholder input, and more.
  • Customer advocates: each customer you work with needs at least one (and preferably more) advocates working to increase the adoption and engagement of your product within their organization.
  • NPS: the stalwart of customer success metrics, a net promoter score (NPS) measures how likely a customer is to recommend your product or service to friends, peers, or colleagues.
  • Average number of engaged contacts: every customer account has a handful of key contacts or stakeholders driving your project on their side. Look at the total engagement across your customers to determine the average number of engaged contacts.
  • CSM sentiment: your CSMs are working with multiple customers daily, and if they aren’t happy, if a specific customer is not cooperating, or if something is off track, you as a team leader need to know about it ASAP.
  • Billing delinquency: unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Check out our resources below for more customer success best practices and insights for how your organization can build strong customer relationships:

eBooks:

5 Ways to Surprise & Delight Your Customers

3 Steps to Putting Customers First

Blog Posts:

4 Personalities of Great CSMs

6 Listening Techniques of Great Customer Success Leaders

3 Simple Strategies to Build Strong Customer Relationship ROI

Learn more about how ClientSuccess can help your company develop a robust customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter

Success!

Thank you! We have received your submission.