Customer Success Metrics That Actually Matter ft. Rick Adams

Scale Tale - The Customer Success Podcast

As CSMs, it gets harder to put a label on our efforts when we aren’t able to justify quantitatively. Sure, metrics help us do that, but, the knowledge of applying these metrics is not something many of us have decoded. That’s why we have Rick Adams with us in this episode. Rick walks us through different metrics and their practical use cases for real-life scenarios.
Timestamps
0.00 - Introduction
09:25 - Customer Satisfaction (CSAT)
16:30 - How often should we measure CSAT?
21:10 - Churn/Renewal Rate
28:05 - Annual Recurring Revenue (ARR)
28:45 - Monthly Recurring Revenue (MRR)
30:35 - Net Revenue Retention (NRR)
34:30 - Net Promoter Score (NPS)
39:31 - What is a good NPS score?
44:25 - Customer Lifetime Value (CLV)
About Rick
Rick is the founder and CEO of Practical CSM – an organisation that provides consultancy, training, and certification services for Customer Success professionals to help them become both more productive and more effective in their roles.
Rick has over 25 years of experience working in the IT industry. His recent work includes developing and delivering a global certification program on customer success management for Cisco Systems Inc. He has also published a book on customer success titled ‘Practical Customer Success Management: A Best Practice Framework for Managers and Professionals’.
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Connect with Rick on LinkedIn 👉 https://www.linkedin.com/in/rickadams01/
Checkout PracticalCSM 👉 https://practicalcsm.com/
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Connect with the podcast host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/