Top Customer Success Metrics

Описание: When properly tracked, customer success metrics can give you insights into critical areas like customer churn, adoption rates, product satisfaction, and more.

Which one is more relevant to your business? Let us know in the comments section!

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00:00 Intro
00:30 What is a customer success metric?
01:45 Customer Churn Rate
02:27 Monthly Recurring Revenue (MRR)
03:14 Average Revenue Per User (ARPU)
04:10 Net Dollar Retention (NDR)
04:49 Net Promoter Score (NPS)
06:11 Customer Satisfaction Score
07:38 Conversion Rate
08:48 Customer Health Score
10:11 Customer Lifetime Value (CLV)
11:10 Customer Retention Cost (CRC)
12:07 Qualitative Customer Feedback
12:50 First Contact Resolution Rate (FCR)
13:46 Customer Effort Score (CES)
14:50 SaaS Product Usage Rate
15:56 SaaS Average Session Duration
16:45 SaaS Monthly/Daily Active Users (MAU/DAU)
18:26 Outro