The 1 Metric That Will Transform Your Customer Success Program
Do you know your user's North Star?
Here is my favorite customer success question to ask founders or leaders at a fast growing startup:
What do your users get measured on?
In other words, what is the one metric that is most important to their job success?
Examples of metrics that users care about:
Assets under management
Customer satisfaction score
Examples of typical customer success metrics:
# of users
# of logins
CSAT or NPS scores
Yes, those are helpful data points for the health of your business but your customers don’t care.
They care about doing their job better, hitting their metrics, and meeting their boss’s expectations.
How can you help your customer look like a rockstar?
If your team is optimizing for user activations or upgrade dollars, see if you can flip the internal conversation.
Steps to up-level customer success:
Identify the most important metric to your user.
Track that metric in your product (ideal) or gather manually (scrappy).
Make that your Customer Success North Star.
Talk about this North Start constantly within your company.
Create raving fans.
Grow an amazing business that changes the world! 🌎
HUGE SHOUT OUT to Francis Cordon, the ultimate Customer Success Sensei. He introduced me to this simple, brilliant, underutilized concept and I’ve been sharing it ever since. Thank you, Paco! 🙏🙏🙏
#always-be-testing Do you like this week’s O’Daily shortie? Or do you prefer longer form? I’d love to hear your thoughts!
Thank you so much!
I find it heartbreaking that 'Customer Centricity' for many today is about following a playbook.
It is NOT. Playbooks don't create greatness. Caring creates greatness. We don't care as a trick to succeed. We care because we can't help it. Customer Success is working for the person in front of us because we care for them truly, not as a trick to impact any KPI.
Thank you for listening and understanding and thank you for your amazing labor of Education and help!!!