A Framework to Visualize Customer Success Performance Data
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Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy. In this webinar, Joel Carron, Customer Success Analyst at Mode, shares a framework you can adopt to analyze and visualize Customer Success performance. Using interactive 3D charting, we discuss how to measure your performance as a CSM - and that of your team - focusing on Retention Rate, Expansion MRR %, and NPS. See the recording here: http://customer-success.getamity.com/customer-success-resources
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A Framework to Visualize Customer Success Performance Data
- 3. 3 Defining Customer Success Goals
- 4. Customer Success Goals 4 • Retention Rate • Expansion Revenue • Net Promoter Score - Customer Retention - Revenue Retention
- 5. Retention Rate 5 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 ______________________________________________________
- 6. Retention Rate 6 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
- 7. 7 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 ______________________________________________________
- 8. 8 “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 ______________________
- 9. Customer Success Goals 9 • Customer Retention • Expansion Revenue • Net Promoter Score
- 11. Bar charts are useful for ranking 11
- 13. Time series reveal trends 13
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- 15. 15 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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- 18. Applying Insights 18 • Rapidly classify CSM performance across three goals • Better understand consistency/volatility • Quickly identify CSMs with complimentary skills to arrange knowledge-share
- 19. 3D visualization compliments traditional charting 3D Visualization Novel Holistic Interactive Explorative Traditional Charting Familiar Targeted Static Informative 19
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