Top 5 Customer Success Metrics You Must Know
Customer Success in SaaS is easy.
You just need to understand NRR, ARR, MAU, DAU, NPS, CSAT, TAM, LTV, CAC, GTM, OKR, KPI, SEM, SEO, YOY, YTD, B2B, B2C, IPO, and of course CS, CCO, CSM, CS Ops! !!
:-))
But there is a lot more!
What if there was a full list somewhere out there with all the relevant metrics to help everyone get a broader picture?
This is the question I was asking myself while writing my book and it didn’t take me long before I understood there was …none! !!
So in today’s edition, we’ll explore a few of them in detail and list all the other metrics which I believe are equally important for anyone working in Customer Success!!
Well, it all started a few months ago when I brought this topic to my Linkedin network.
I’ve asked a simple and direct question: “what else would you add to the list”?
To my greatest surprise, my post received 50+ comments with suggestions and a total of 24k+ views in just 2 weeks! !!
Screenshot of my post on Linkedin
This clearly meant there was a need to centralize these topics so everyone could benefit and learn with a quick and single overview!
Based on my research and the crazy amount of feedback received on the post, I’ve then compiled, curated, and published the entire list into this quick guide as a full SaaS glossary and reference guide:
While all these metrics might appear intimidating at first, there are a few fundamentals that always stand out in most conversations around measuring the success of CS strategies.
And here are the 5 simple Customer Success metrics you should primarily know about:
1/ NRR: Net Revenue Retention (in %)
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