Planning: What Metrics do you have about your customers?

When planning, one of the starting points is to look at the data you have about your customer. From a Customer Success (CS) perspective, some of this information will be contained within a CS tool such as Gainsight, Totango, etc.

These metrics tend to be something like the following;

• Health Score (an arbitrary score that doesn’t tend to drive actions or decisions in my opinion)

• ARR: Annual Recurring Revenue (where the rubber hits the road)

• Upsell / Expansion: (How much more money did the client spend)

• Usage: (Of the products sold to the client how much is being used?)

• Renewal Rate: (did the client renew, and if so how much did they renew this year compared to last year)

• Value metric: (This depends on the software value your software drives, this could be hours saved, headcount, cost of processing, etc)

• Customer happiness (NPS and CSAT)

As you look at those metrics across all your customers what would be a good result?

100% renewal rate

100% growth or upsell

100 NPS

When you start the planning process its good to decide what you think a good result would be.