CUSTOMER SUCCESS
Measuring Success with Metrics
Linking Metrics to Business Outcomes
Connect customer success metrics to broader business outcomes like revenue, retention, and growth to demonstrate impact.
Why it's Important
Proves the value of customer success initiatives to stakeholders.
Aligns customer support with overall business strategy.
Helps prioritize efforts with the highest ROI.
How to Implement
Map customer success metrics (e.g., NPS, retention) to business outcomes (e.g., revenue growth, churn reduction).
Use cohort analysis to understand the long-term impact of improvements.
Develop case studies showing how customer success drives measurable results.
Present findings in stakeholder-friendly formats, emphasizing ROI.
Continuously iterate metrics to ensure alignment with evolving goals.
Available Workshops
Metric-Business Mapping Session: Align each metric to specific business outcomes.
Cohort Analysis Workshop: Study how changes in success metrics influence revenue or retention.
Case Study Development Sprint: Showcase the impact of specific initiatives.
ROI Communication Training: Teach teams how to present success metrics to leadership.
Scenario Testing: Simulate the impact of metric changes on business outcomes.
Stakeholder Feedback Session: Refine presentations and metrics based on leadership input.
Deliverables
A report connecting customer success metrics to business outcomes.
Case studies illustrating the ROI of specific initiatives.
Presentation materials for stakeholders.
How to Measure
Improved buy-in from stakeholders on customer success initiatives.
Increased alignment between success metrics and business goals.
Revenue and retention growth attributable to success efforts.
Real-World Examples
Netflix
Links engagement metrics to subscription revenue and retention.
HubSpot
Demonstrates the ROI of onboarding success through reduced churn.
Dropbox
Shows how feature adoption correlates with upsell opportunities.
Get It Right
Focus on metrics that stakeholders care about most.
Use clear, real-world examples to demonstrate impact.
Regularly update stakeholders on progress and outcomes.
Ensure transparency in how metrics are calculated.
Iterate based on feedback to refine your approach.
Don't Make These Mistakes
Failing to link metrics to tangible business outcomes.
Overloading stakeholders with excessive data or jargon.
Ignoring the long-term impact of customer success efforts.
Presenting unclear or inconsistent metrics to leadership.
Neglecting to iterate on metrics as business goals evolve.