Top CUSTOMER SUCCESS KPIs for Managing CSM Teams

#CustomerSuccessKPIs #customersuccess

How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?

The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and so on.

But how do you measure the effectiveness of your customer success team? The answer varies for different companies, but identifying your KPIs to measure customer success is an excellent step to start.

Learn how to manage a team with meaningful key performance indicators or Customer Success KPIs from Mike Sasaki, Vice President, Global Head of Customer Success and Support at Mitek Systems.

In this video, he shares his expertise in Customer Success KPIs, such as:

The different kinds of Customer Success KPIs
How to determine which Customer Success KPI works best for you
How to track and monitor Customer Success KPIs regularly

0:00 Intro
01:47 Mitek’s Customer Success
03:25 CSM Team KPIs
06:31 CSM Team’s Performance
07:25 Criteria for KPIs
08:00 NPS Response Rate
09:00 Tracking CS KPIs
11:15 Consumption Report
15:03 Customer’s Onboarding Journey
18:31 Leverage tracking of KPIs

Here are some bonus resources for you!

⏬ Download this Infographic: 10 Traits of Highly Performing Customer Success Teams
https://www.csmpractice.com/customer-...

📑 Read the blog about 4 Customer Success KPIs every High Touch SaaS Company should Track:
https://www.csmpractice.com/4-custome...

🎥 Watch this Video: Customer Success metrics and KPIs
   • Видео  

⏬ DOWNLOAD: Mike Sasaki’s presentation slides from this link:
https://www.csmpractice.com/customer-...

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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:

1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources

2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...

3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. https://www.csmpractice.com/cs-consul...


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LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

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