If you’re a CEO and you’re not MEASURING Customer Success in every department, you’ll never maximize NRR.
Here are 9 sample measures to your key departments accountable.
Everyone loves to say Customer Success is a cross-functional discipline.
I love that idea too.
Except those words are meaningless if you’re not holding every department accountable for their role in long-term customer success.
That means measuring it.
But let’s be honest – not all departments are created equal.
Sales, Marketing and Product – that’s where misalignment kills you.
So here are 9 sample KPIs you can use today to put your words into action.
Sales KPIs
1️⃣ Improve the ideal customer qualification rate from 60% to 90%.
2️⃣ Document customer objectives and desired outcomes for 100% of deals in pipeline Stage 6.
3️⃣ Reduce onboarding time by 30% through improved handover processes.
Marketing KPIs
1️⃣ Develop ICP model focused on customer success metrics by to increase qualified lead conversation rate by 25%.
2️⃣ Publish 12 industry-leading whitepapers, case studies and webinars focusing on successful customer outcomes, generating 300 new qualified leads.
3️⃣ Improve new feature utilization by 40% through modernized customer education programs and personalized onboarding.
Product KPIs
1️⃣ Launch 3 features this year that address the top 10% of customer pain points.
2️⃣ Achieve a 70% feature adoption within 6 months of each new feature release.
3️⃣ Reduce time-to-value for new customers from 30 days to 15 days.
These are do-able.
There is no reason you can’t implement them.
If it sounds like a huge, scary change, that probably means you have a long way to go.
But that’s ok.
At least you’ve recognized that small, incremental changes aren’t going to solve the problem.
It’s time for an overhaul.
I created a model to get you started.
It’s called the 5-year Customer Model.
