“Customer success can be defined as the ongoing efforts of the organization to continue delivering value to the customers.”
A good customer success program forms the basis of business growth and aims to deliver continuous value and support at every step of a customer journey from pre-purchase to post-purchase and beyond.
There are a number of ways to measure customer success and plenty of metrics that companies can implement to track performance, improvement, and loyalty of customers. Metrics like NPS (Net Promoter Score), customer satisfaction score, customer effort score, churn rate, and expansion revenue.
Our experts have put together a fascinating Infographic detailing the most important customer success metrics and how to calculate them.
So, let’s take a look at 6 customer success metrics that offer unparalleled insight into your customer success.