Monitoring and measuring customer success results is essential to assess the effectiveness of implemented strategies and identify areas for improvement. Here are some best practices.
KPI Definition
KPIs are essential metrics that help measure the success of customer success strategies . Some common ones include:
Net Promoter Score (NPS): measures the likelihood of customers recommending the company to others;
Churn Rate: customer cancellation rate, indicating how many customers stopped using the product or service;
Customer Lifetime Value (LTV): total value that a customer generates throughout the period in which they have a relationship with the company.
Monitoring tools
Using technological tools to monitor customer pharmaceuticals email list interactions with your company can provide valuable insights into customer behavior and satisfaction.
A CRM system , such as Agendor, offers features to track the customer journey and identify critical points that need attention.
Feedback analysis
Collecting and analyzing feedback regularly is an essential practice for adjusting customer success strategies . This can be done through:
satisfaction surveys;
customer interviews;
analysis of product usage data.
How to invest in ongoing education and training of customers?
In the B2B context, continuous customer education is one of the fundamental pillars of customer success .
As the solutions offered become more complex and integrated, it is crucial that customers fully understand the functionality and value of the tools they are using.