The 1 Metric That Will Transform Your Customer Success Program
Here is my favorite customer success question to ask founders or leaders at a fast growing startup:
What do your users get measured on?
In other words, what is the one metric that is most important to their job success?
Examples of metrics that users care about:
- Revenue generated
- New leads
- Assets under management
- Website conversions
- Customer renewals
- Event attendees
- Customer satisfaction score
- Employee retention
Examples of typical customer success metrics:
- # of users
- # of logins
- Upgrade $
- Renewal $
- CSAT or NPS scores
Yes, those are helpful data points for the health of your business but your customers don’t care.
They care about doing their job better, hitting their metrics, and meeting their boss’s expectations.
How can you help your customer look like a rockstar?
If your team is optimizing for user activations or upgrade dollars, see if you can flip the internal conversation.
Steps to up-level customer success:
- Identify the most important metric to your user.
- Track that metric in your product (ideal) or gather manually (scrappy).
- Make that your Customer Success North Star.
- Talk about this North Start constantly within your company.
- Create raving fans.
- Grow an amazing business that changes the world! 🌎
HUGE SHOUT OUT to Francis Cordon, the ultimate Customer Success Sensei. He introduced me to this simple, brilliant, underutilized concept and I’ve been sharing it ever since. Thank you, Paco! 🙏🙏🙏
#always-be-testing Do you like this week’s O’Daily shortie? Or do you prefer longer form? I’d love to hear your thoughts!