The 3 Most Underrated Customer Success Metrics
Following to a research conducted by SuperOffice AS with 547 SaaS companies earlier this year, here are the three KPIs companies are (still !) largely missing out :
1 ) Customer Health Score
or how likely your customers are to stay with you over time.
==> only 7% actively tracking.
2 ) Average Lifetime Value
or the profit margin a company expects to earn over the entirety of their business relationship with the average customer.
==> Only 16% made the calculation.
3 ) Net Promoter Score
or the percentage of customers rating their likelihood to recommend a company, a product, or a service (“Promoters”) minus the percentage rating this at 6 or below (“Detractors”) on a scale from 0 to 10.
==> 71% have never used it !
So, as the saying goes,
you can’t manage what you can’t measure.
And to build stronger relationships with your customers, it’s critical to have an accurate understanding of what is working great for them and what needs to be improved.
Are you tracking these metrics in your organization ?
If so, to what extend ?