4 Customer Success Metrics You Want to Make Sure to Adopt

by Alex Schnee

When you are considering how to keep your customers involved in your business and what you have to offer, you might need to develop some customer success metrics in order to get an idea of what works and what doesn’t. These metrics can be extremely beneficial when it comes to determining what your business is doing right and where it might need improvement when it comes to your customer relationships.

Here are 4 metrics you might want to consider when you want to develop long-term contracts for your clients.

1. Retention metrics

One of the most obvious ways to tell whether or not you are successfully working with your clients is through how many choose to remain with you. It’s worth it to create a spreadsheet when you sign your client in order to see how long they choose to work with you. This can give you a good idea of where in the process your customers might not be happy and where they tend to drop off. From there, you can reestablish your strategy in order to help them stay.

2. Adoption metrics

If you have software or a system that must be implemented in order to work, then you will want to check and see how many people choose to actually use your product or service. While many might buy, you won’t get the additional benefits of testimonials, reviews, and customer loyalty if they choose not to use your program. After a few weeks, you’re going to want to follow up and see if there are any questions that they might have and if there are features that aren’t working. That can make all the difference when you want to keep your clients.

3. Customers’ ROI

Most likely, your customers chose to use your product or service in order to increase their income. After you have given them time to use your strategies or products, you’ll want to see if their ROIs have increased and if they can point that back to your efforts. When your clients can see directly how your company has affected them positively, then they are more likely to continue to use you as a resource and look for other products or services coming from you.

4. Outcome metrics

If ROI isn’t your customers’ main concern, then you will want to ask about their outcomes instead. This might mean that they managed to find new clients or grow their following. Whatever their goals might have been, if you have helped them and they recognize it, then you are likely to continue to have a positive relationship. Make sure you check in to see if they are completing their overall goal with your product or service.

In summary

When you take the time to invest in your customers, you want to make sure that they stick around. When you use metrics to see what is working and what needs changes, you can create a better system to keep them around for the future.