Main Customer Success Metrics

There are a number of key metrics that companies may use to measure the success of their customer success efforts. Some of the main metrics include:

  1. Customer retention rate: This metric measures the percentage of customers who continue to do business with a company over a given period of time. A high retention rate is generally seen as a sign of customer satisfaction and loyalty.

  2. Customer lifetime value (CLV): This metric estimates the total value that a customer will bring to a company over the course of their relationship. CLV is typically calculated by multiplying the average value of a customer's purchases by the number of purchases they are expected to make over the course of their relationship with the company.

  3. Net promoter score (NPS): This metric measures customer satisfaction and loyalty by asking customers to rate their likelihood to recommend a company to others on a scale of 0 to 10. Customers who score a 9 or 10 are considered "promoters," while those who score a 0 to 6 are considered "detractors." The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

  4. Customer satisfaction (CSAT) score: This metric measures how satisfied customers are with a company's products or services. It is typically calculated by asking customers to rate their satisfaction on a scale of 1 to 5 (or similar).

  5. Churn rate: This metric measures the percentage of customers who stop doing business with a company over a given period of time. A high churn rate can be a sign of customer dissatisfaction and may indicate a need for improvement in the customer success efforts.

  6. Adoption rate: This metric measures the percentage of customers who are actively using a company's products or services. A high adoption rate may indicate that customers are finding value in the product or service and are likely to continue doing business with the company.

Customer success metrics are used to measure and track the progress and success of a company's customer success efforts. These metrics can help companies to understand how well they are meeting the needs and goals of their customers, and can help to identify areas for improvement.