Title: The 15 Customer Success Metrics & KPIs [How to Measure & Improve]
Headings: The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)
The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)
The Essential Metrics for Measuring Customer Success
#1: Customer Churn Rate
How to Measure Customer Churn Rate?
Customer Churn Rate Formula:
How to Improve Customer Churn Rate?
1. Provide the highest possible value of your product/service and impeccable user experience.
2. Figure out the reason they decide to leave.
3. Fix a problematic churn rate using expansion revenue.
4. Reduce CRR’s impact on your performance by increasing customer acquisition.
#2: Monthly Recurring Revenue Rate
How to Measure Monthly Recurring Revenue Rate?
Monthly Recurring Revenue Rate Formula:
How to Improve Monthly Recurring Revenue Rate?
1. Have your MRR properly calculated.
2. Don’t underprice your products or services.
#3: Expansion MRR Rate
How to Measure Expansion MRR Rate?
Expansion MRR Rate Formula:
How to Improve the Expansion MRR Rate?
1. Provide additional value that will inspire additional purchases.
2. Increase your chances to upsell.
#4: Net Promoter Score (NPS)
How to Measure Net Promoter Score?
Then, based on the customers’ feedback, you should classify them into three groups:
Finally, to obtain your NPS, you should follow a simple formula:
How to Improve Net Promoter Score?
#5: Customer Satisfaction Score
How to Measure Customer Satisfaction Score?
Now, this scale should be organized in the following way:
Once the results are collected, all you should do is:
Customer Satisfaction Score Formula:
How to Improve Customer Satisfaction Score?
1. Pay attention to your employees.
2. Make it convenient for customers to provide their feedback.
3. Make the real use of the information received.
#6: Customer Lifetime Value (LTV)
How to Measure Customer Lifetime Value?
The final calculation of LTV:
Customer Lifetime Value Formula:
How to Improve Customer Lifetime Value?
#7: LTV/CAC Ratio
How to Measure LTV to CAC Ratio?
How to Improve your LTV to CAC Ratio?
#8: Average Revenue Per Account
How to Measure the Average Revenue Per Account?
Average Revenue Per Account Formula:
How to Improve Average Revenue Per Account?
#9: Customer Retention Rate (Over Time)
How to Measure Customer Retention Rate?
Customer Retention Rate Formula:
How to Improve Customer Retention Rate?
1. Outperform and over-deliver.
2. Keep the customers in the loop.
3. Improve your customer service.
4. Make a connection with your customers on social media.
5. Collect your customers’ feedback on their experience and satisfaction, and especially on their suggestions on your business improvement.
#10: Customer Retention Cost
How to Measure Customer Retention Cost?
How to Improve Customer Retention Cost?
#11: Customer Health Score
How to Measure Customer Health Score?
How to Improve Customer Health Score?
#12: First Contact Resolution Rate
How to Measure First Contact Resolution Rate?
First Contact Resolution Rate Formula:
How to Improve First Contact Resolution Rate?
#13: Renewal Rate
How to Measure Renewal Rate?
Customer Renewal Rate Formula:
How to Improve Renewal Rate?
#14: First Response Time
How to Measure First Response Time?
First Response Time Formula:
How to Improve First Response Time?
#15: Daily Product Usage
How to Measure Daily Product Usage?
How to Improve Daily Product Usage?
Summing Up: Make Sure To Use Customer Success Metrics Properly
How can customer success teams measure operator performance?
What types of metrics measure customer satisfaction?
How to track customer success?
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About the author
Jared Cornell

Content: The 15 Customer Success Metrics & KPIs [How to Measure & Improve]
April 17, 2020
The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)
Last modified: May 11, 2021
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Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do they get the opportunity to choose as well?” No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. That pretty much sums up your story. In short, your success relies on the fact that your customers don’t leave you.