Customer success is a business imperative. As such, it’s important to not only measure the progress you’re making toward growing customer retention and satisfaction but also track your performance against industry benchmarks. This can be tricky because there’s no standard definition for what constitutes a “good” customer success metric. However, working at large enterprise companies that serve both small businesses as well as Fortune 500 clients with complex needs, these four metrics matter:
Customer health scores
Customer health scores are a new way to measure the overall health of your customer base that’s better than churn rate: they give you a clearer picture of whether or not your customers are happy with what they have and whether or not they plan on sticking around. They can also help predict when customers will leave and offer insight into what kind of interactions help keep them engaged.
Customer health scores can be …