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The Marketing Slice by Hurree

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The Marketing Slice by Hurree

#80 - KPIs for Customer Success Teams

April 06, 2022 • Hurree

In this podcast, we explore the best KPIs that customer success teams should be tracking to maximise their success.

The overall success of your company is inherently linked to the success of your customer. Customer success recognises that a satisfied and thriving customer is an essential component when growing your business. It’s a proactive process of anticipating and recognising customer challenges and needs, and provides solutions and answers before a problem even arises.

When carried out effectively, customer success can improve customer retention, satisfaction and brand loyalty, therefore reducing churn, ultimately driving revenue for the business.

Tracking customer success is crucial as it allows you to:

Establish a consistent revenue stream
Reduce customer churn
Turn customers into brand advocates
Upsell and cross sell more effectively
Improve your product or service offering
Increase employee engagement and morale

With most businesses having a dedicated customer success team gathering customer data from various tools and platforms, it can be difficult determining which data is of most benefit to measure. Within this episode, we cover some of the most relevant KPIs for customer success teams. These include:

Customer churn
Net promoter score (NPS)
Customer satisfaction score
Monthly recurring revenue
Customer lifetime value (CLV)
First contact resolution rate (FCR)
Customer support tickets
Customer retention rate

Listen to this episode of The Marketing Slice to dive deeper into each of these KPIs and learn how they can benefit your business.

If you would prefer to read about the best KPIs for customer success teams, you can check out our blog post here.