How Do You Measure The ROI Of a Customer Success Team?

I hear this question a lot these days..

Generating customer success is a company-wide initiative.

Every department plays a part.

However, CSM teams directly impact customer relationships and outcomes.

That leads to net revenue retention for the business.

***But measuring net retention takes too long.***

So we need leading indicators.

For instance:

– quality / depth of relationships they maintain

– the levels of customer engagement they generate

– the adoption initiatives they complete

– the expansion opportunities they identify

What else?

What metrics do you use to *show* the ROI of the company’s investment in CS people, process and technology?
View Original Discussion and LinkedIn