Magazine Article | April 2, 2018

8 Customer Success Metrics Every Software Business Should Care About

Source: Software Executive magazine

By Brooke Goodbary, Customer Success Consultant

Every software company is already familiar with the ultimate goal of customer success: delivering value to customers through your products and services. Because this goal is universal, tracking its progress is not reserved for customer success teams. These eight metrics fall under the categories of:

REVENUE: net churn, retention rate, and expansion revenue

PRODUCT USAGE: usage patterns and user skill level

CUSTOMER SENTIMENT: NPS, support ticket volume, and quality of relationships.

Together, they allow software businesses to measure how effectively they provide value to customers.