Customer Success Metrics Overview
Detailed overview of customer success metrics including implementation cycle, gross retention, net retention, and satisfaction metrics. Metrics such as new customers signed, cohort completion rates, retention rates, churn, expansion, CSAT, NPS, and ticket resolution data are covered in this comprehensive report.
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Presentation Transcript
Customer Success: Implementation Cycle Q2 Q1 Q4 Q3 Q2 New Customers Signed (#) [e.g., 350] Cohort in Implementation (#) [e.g., 200] Cohort Completed Implementation (#) [e.g., 150] Avg. Time to Kickoff (Days) [e.g., 12.5] Avg. Time to Go-Live (Days) [e.g., 45.5] CONFIDENTIAL DO NOT DISTRIBUTE
Customer Success: Gross Retention By Count Q2 Q1 Q4 Q3 Q2 Starting Customers (#) [e.g., 1,500] Customer Cancellations (#) [e.g., 150] Ending Customers (#) [e.g., 1,350] = Gross Retention Rate (%) [e.g., 90%] By Dollars Q2 Q1 Q4 Q3 Q2 Starting Customers ($M) [e.g., $45.0] Customer Cancellations ($M) [e.g., 4.5] Ending Customers ($M) [e.g., 40.5] = Gross Retention Rate (%) [e.g., 90%] CONFIDENTIAL DO NOT DISTRIBUTE
Customer Success: Net Retention Q2 Q1 Q4 Q3 Q2 Available to Renew ($M) [e.g., $15.0] - Churn ($M) [e.g., ($1.5)] - Downsell ($M) [e.g., ($2.0)] + Expansion ($M) [e.g., $3.0] = NRR / NDR ($M) [e.g., 95%] CONFIDENTIAL DO NOT DISTRIBUTE
Customer Success: Satisfaction Q2 Q1 Q4 Q3 Q2 CSAT [e.g., 87] NPS [e.g., 7.9] Tickets Created [e.g., 6,700] Tickets Resolved [e.g., 3,500] Backlog [e.g., 3,200] Avg. Resolution Time (Days) [e.g., 1.3] CONFIDENTIAL DO NOT DISTRIBUTE
