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Defining Customer Success Goals

Customer Success Goals

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• Retention Rate

• Expansion Revenue

• Net Promoter Score

- Customer Retention- Revenue Retention

Retention Rate

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Percentage of non-new customers you have at the end of a given period relative to the number you had at the start

Customer Retention Rate

Customer Retention % = Number of non-new customers you have at the end of a given month

Number of customers you had at the end of the previous month ______________________________________________________

Retention Rate

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Percentage of non-new revenue you have at the end of a given period relative to the amount you had at the start

Revenue Retention Rate

MRR Retention % = Non-new revenue you have at the end of a given month

Revenue you had at the end of the previous month ______________________________________________________

* Customer churn and downselling are both causes of revenue churn

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Percentage of upsell revenue you have at the end of a given period relative to the total revenue you had at the start

Expansion Revenue Rate

Expansion MRR % =New revenue from upsells in a given month

Revenue you had at the end of the previous month ______________________________________________________

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“How likely are you to recommend [Product] to a friend or colleague?” The customer then picks their response from a 0-10 scale

Net Promoter Score

Net Promoter Score =Promoters (9’s & 10’s)

Responses______________________ -

Detractors (0 - 6’s)

Responses______________________

Customer Success Goals

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• Customer Retention

• Expansion Revenue

• Net Promoter Score

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Visualizing Customer Success Performance

Bar charts are useful for ranking

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Boxplots illustrate distribution

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Time series reveal trends

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Traditional charting options are effective for analyzing performance toward each metric, but it can be challenging to understand the relationships across all three goals at once.

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Applying Insights

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• Rapidly classify CSM performance across three goals

• Better understand consistency/volatility

• Quickly identify CSMs with complimentary skills to arrange knowledge-share

3D visualization compliments traditional charting

3D Visualization

Novel

Holistic

Interactive

Explorative

Traditional Charting

Familiar

Targeted

Static

Informative

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joel@modeanalytics.com

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