Keep | Grow. A Blog About Customer Success

I’ve always been on the look out for new interesting metrics to analyze the health of customers and customer teams and I’ve made a habit of collecting and testing them.

This post contains a pretty large list of some of the most valuable metrics and a little bit of commentary.

When writing this I found it helpful to structure the metrics under the following headings

• Churn and retention metrics
• Product adoption and value metrics
• Lesser-known metrics
• Useful techniques for looking at customer data

What does “success” in customer success look like?

Usually it’s a relatively easy questions to answer - “our customers stick around” (retention) our “customers don’t leave” (churn) “we sell more stuff to our customers” (upsells / crossells).

This is definitely true and improving metrics like this should be key objectives of any CS team. However, churn, retention and increasing the install base are not very effective goals to focus on day to day.

What do I mean by effective goals?