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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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