CS KPI Bechmarks- What are your teams goals?

Miranda Balcar · 2023-09-27T14:06:09+00:00

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Hi all,

I'm looking at our goals for 2024 and trying to find some common KPIs for teams. For example, we've historically set a goal for 105% NRR for mid-market and SMB segments. That's pretty much the only one we have.

What are some other benchmark leading indicators you all are tracking for your teams?

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Comments

clrichmond

NRR (PS and Eng onboarding/implementation/plus custom features),

Client/Tenant Engagement Status

ARR (Entire Company)

Implementation Milestone Met (Sign, LAB, UAT, PROD, or T&M per Orig Est.)

Weekly Client Escalation (Internal, RED/YELLOW, # of Escalations per period/Month/Qtr)

Customer Service Issues (Severity of Issues/Downtime/Feature Outage/...)

Misc (Internal escalation or concerns via Sales, Bus Dev, Client)

rjones001980

We've also included many of what was already mentioned above but also have added:

NPS (even though it's not directly CS related)
Product Adoption
Customer advocacy (case studies, reference calls, speaking opportunities, ect)
CSQL's (Customer Success Qualified Leads)
Highest level of penetration (are we only talking with tactical/operational or are we engaged with execs)

jr56266

CSM Qualified leads - sales will need to close the deal to count, you can have X per quarter. One thing I suggest is that the team can calculate their KPI's on their own, it should be simple yet powerful.

Numrah_Irfan

We have used various versions of:

NRR (net rev retention)

Renewal revenue rate

Account Health

Account profitability

Attach rate (cross-selling)