Customer Success Metrics
Customer success metrics are the key performance indicators (KPIs) that measure the overall health and satisfaction of a company's customer base. They provide insights into customer engagement, adoption, retention and expansion.
By tracking these metrics, SaaS companies can identify areas for improvement, optimize their customer journey and ultimately drive revenue growth.
Common customer success metrics include customer satisfaction scores (CSAT), net promoter score (NPS), customer effort score (CES), customer churn rate and product adoption rates.
By taking a look at our customer success metrics for the quarter, we can identify changes in performance in order to anticipate and investigate what might be causing customer dissatisfaction.
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