Alternative CS Metrics
We all know NRR and GRR, NPS and CSAT. We also know adoption metrics. If you were to remove all of those as options and needed a different metric to show the impact of CS both with customers and internally to executives, what suggestions might you have?
I was asked this question today and I came up with a few below ideas. How do these resonate for you and might you have alternatives?
- Customer Score - This could be comprised of a few factors, but namely in my mind is a) certification of specific Outcomes, Measurements of Success and quantifiable ROI milestones and b) decision maker-specific NPS
- Customer Margin - specifically around allocating the proper amount of time to the right customers, which can tie into data related to ICP. Meaning, "Our CSMs are spending the right amount of time with good-fit customers and identifying bad-fit customers to help our GTM teams identify a tighter ICP
- CS Qualified Value Opportunity - This one is a bit of a wild card. The idea here is that we could quantify when CSMs identify, document and bring to completion (via increased adoption), a new opportunity to improve product adoption at a deeper level in the customer's workflow. For example, the CSM sees low LCAI or Plan Set usage and leads a plan that improves the adoption of those products. That new-found adoption stretches us farther out within the customer workflow, helping the customer and making us stickier.
Thanks for any feedback!