Customer success metrics

Matt O'Boyle from Intercom shares his insights and strategies for measuring customer success at scale, monitoring forums, collaborating with product marketing and engaging with lower-tier customers....

What if we told you that a single individual customer could be worth over $10,000 to your business? In this article, we'll show you how to shift focus to the big-picture relationship with customers rather than the individual sales – with an insightful metric called customer lifetime value (CLV)....

With a surplus of metrics and data points to measure, it's easy to get overwhelmed. The key is identifying the insights that will truly empower customers and drive growth. And how do we do that? With a North Star metric....

Navigating and understanding the various metrics needed to measure customer success is challenging enough. Fear not, because we're here to bring method to the chaos!...

Are you ready to future-proof your customer success efforts with effective customer health scoring? In this article, I’ll explore the transformative power of health scoring in driving customer success and business growth....

You can only improve what you measure. I’ve been thinking about this a lot lately, and it’s especially relevant in light of all the industry trends we’ve seen over the last few years....

Want to understand your customers better? With our Customer Success Metrics: Masters certification you can drive engagement and prevent churn. By completing this master's course, you’ll have a thorough and solid understanding of which customer success metrics to use, when, and why....

Figuring out how to navigate customer success may initially seem like a bit of a minefield. We're here to map out exactly how you can use customer success metrics to improve your revenue and customer retention....

Picture this: you have an in-demand product, a seemingly solid customer base, and money pouring in. Surely you’ve made it, right? But the thing is, none of these things matter without setting the right measures in place to monitor the good and the bad....

In this article, I’ll be discussing the customer success metrics you should be tracking at each and every stage of the customer lifecycle. With them, you can drive retention and ensure your customer success function is successful in delivering value to the customer....

For those of us who thrive in pragmatism and proactivity, having the means to judge whether an aspect of your life was going good, bad, or just plain average, would be a blessing sent from above....

As long as your customers are happy it doesn’t matter whether you use the term customer satisfaction or customer loyalty to explain how they feel about your company, right? Not necessarily....

Net Promoter Score (NPS) is a powerful tool for customer success teams. Leveraging NPS helps you (A) get closer to customers, (B) benchmark your business against the competition, and (C) understand how your products are perceived - including deficiencies in the current setup....

A higher product adoption equals a larger user base. Find out if your product fits perfectly to your customer needs with the top product adoption metrics....

In this Q&A, Jason Noble, VP Global Customer Success at Vinli Inc., has dished the dirt on how to measure, prove and grow the value of customer success. Don't miss out on hearing Jason's presentation at Customer Success Festival 2021....