If you ask any CSM what the primary responsibility of their job is, you will invariably hear, “I am responsible for ensuring my customers get value.” This is a great answer since value drives customer stickiness, renewals, and growth! This all makes sense, but when you go a level deeper and ask, “well, how do […]
Tag: KPI
How to Build and Manage Customer Success Key Metrics (KPIs)
I was recently asked, “what are the key metrics for a CS Leader.” My answer: Net Retention Rate I mentioned that while this is the key performance metric, it is also a lagging indicator. He proceed to ask me what I meant, and I explained how I joined a company with a major churn problem. […]