5 Customer Success Metrics You Should Track for Business Growth
In its most simple definition, driving Customer Success is all about building strong partnerships with your customers so you can deliver greater business outcomes.
As your primary goal is to help them overcome their challenges and arrive at their destination, you need to set a few critical performance indicators to be able to measure progress and the impact of your CS strategies.
These are NRR, MRR, CLV, CES, and NPS which I’ve covered in a previous edition:
But there are more.
And today we are going to explore 5 other metrics which I believe are equally important and that will help you in your day-to-day conversations.
Let’s cover each one of them quickly.
1/ CAC: Customer Acquisition Cost
It’s the amount of money a company needs to spend to get a new customer.
=> allows you to identify the most cost-effective way to acquire new customers.
Its formula is simple:
CAC = total money you spent on Sales expenses and Marketing campaigns, divided by the number of new customers you acquired.