A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion.
Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry.
While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn).
Customers aren’t looking for technology or products for the sake of having them; they’re looking for answers to their problems. They require professionals who can assist them in identifying enabling technologies that match their business objectives, rather than salespeople selling them more “things.”
We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article.
360 Customer Success Dashboard
The dashboard’s initial component should be a set of comprehensive customer health indicators, which should be divided into external and internal views based on the level of information in your data gathering. The second component is company-wide KPIs, which may be used to quantify and track specific initiatives and campaigns. The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions.
Because team members are all working toward the same goals, a shared team KPI system will support the standardization of best practices and foster a sense of clarity and camaraderie. The trick is to make your key performance indicators (KPIs) basic, consistent, and well-defined. When properly designed, an efficient dashboard allows for easy interpretation and communication within the organization, ensuring that your CS activities are maximized.
Customer success metrics you should track
You need a complete, automated image of your clients accompanying every encounter with your product or service in order to properly anticipate their wants. Creating a customer success dashboard is an efficient way to accomplish this.
An effective dashboard includes every aspect of your company or product that interacts with customers. (Hint: there’s a lot more here than what’s in your CRM!) Customer data may reside in the following categories, depending on your organization:
- Customer engagement
- Support Tickets
- Contract terms
- Customer Success Tool
Voice of Customer
Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.
Customer support data is the ideal location to go for info on your customers’ specific pain spots when using your product. Trends in support ticket topics are used by product developers to focus on areas where the product or its resources can be enhanced.
On this dashboard, you’ll often discover the following metrics:
- Customer health score (CHS)
- Net promoter score (NPS)
- Customer satisfaction (CSAT)
- Churn rate
- Retention rate
We go in deeper depth about customer success metrics in this article
Metrics for success that are more advanced
With more complex metrics, you can take your customer insights to the next level.
- Customer churn categorization: Keeping track of the reasons for turnover gives useful insight for identifying churn risks in other accounts and reducing churn through proactive customer engagement.
- Retention Forecast: Customer Success teams should have an idea of their predicted retention and the revenue impact from these renewals, similar to how they forecast customer churn. This information should be shared with finance.
- Ideal Customer Persona: To properly categorize attrition and expansion incentives, track expansion deals by customer fit. It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel.
- Advocacy: Customers that are willing to tell others about their positive experience with your product or service are the most valued. To assess the value of these relationships, compare your percentage of customer advocates to the rest of your customer base, and follow the status of dedicated customer advocacy activities (such as case studies, sales referrals, and speaking engagements).
Customer Success KPIs
Customer Success Team KPIs is an individual measure of how well your team is performing in regard to team goals. How well are you addressing the demands of your customers? How well are you doing in terms of contributing to client satisfaction? What are the most effective practices? Who do you consider to be your top performers? Who needs to be bettered, and why? Keeping track of these data will allow you to eliminate ineffective techniques and put new ones to the test. Similarly, team turnover will enable you to identify successful team members and adapt their techniques as team best practices.
Onboarding & Training, Support, and Customer Success Management are the three branches of most CS teams. Some of their roles and the metrics they track are as follows:
- Time to Value (TTV)
- Total Contract Value
- Active User Count
- Onboarding Feedback Survey
- Time to answer
- Wait times
- Time for resolution
- Support Costs
- Customer Success Team:
- Customer Satisfaction Score
- Expansion Revenue
- Customer Lifetime Value
Customer Health Indicators, Customer KPIs, and CS Team KPIs are the three most important aspects of a Customer Success dashboard when combined. This trinity ensures that your clients’ demands are addressed and that your employees are able to do their responsibilities as efficiently as possible. Your Head of Customer Success will have the resources he or she needs to achieve Customer Success from the inside out thanks to a customer dashboard.