A Framework to Visualize Customer Success Performance Data
0 likes360 views
The document outlines three key customer success goals: retention rate, expansion revenue, and net promoter score. It explains the calculation methods for retention and revenue rates and highlights the importance of visual analytics, including traditional and 3D charting, for analyzing performance metrics. Utilizing insights from these metrics helps classify customer success manager performance and identify areas for improvement.
![8
“How likely are you to recommend [Product] to a friend or
colleague?” The customer then picks their response from a
0-10 scale
Net Promoter Score
Net Promoter Score =
Promoters (9’s & 10’s)
Responses
______________________ -
Detractors (0 - 6’s)
Responses
______________________](https://image.slidesharecdn.com/customersuccessframework-171205213642/85/A-Framework-to-Visualize-Customer-Success-Performance-Data-8-320.jpg)
A Framework to Visualize Customer Success Performance Data
- 3. 3 Defining Customer Success Goals
- 4. Customer Success Goals 4 • Retention Rate • Expansion Revenue • Net Promoter Score - Customer Retention - Revenue Retention
- 5. Retention Rate 5 Percentage of non-new customers you have at the end of a given period relative to the number you had at the start Customer Retention Rate Customer Retention % = Number of non-new customers you have at the end of a given month Number of customers you had at the end of the previous month ______________________________________________________
- 6. Retention Rate 6 Percentage of non-new revenue you have at the end of a given period relative to the amount you had at the start Revenue Retention Rate MRR Retention % = Non-new revenue you have at the end of a given month Revenue you had at the end of the previous month ______________________________________________________ * Customer churn and downselling are both causes of revenue churn
- 7. 7 Percentage of upsell revenue you have at the end of a given period relative to the total revenue you had at the start Expansion Revenue Rate Expansion MRR % = New revenue from upsells in a given month Revenue you had at the end of the previous month ______________________________________________________
- 8. 8 “How likely are you to recommend [Product] to a friend or colleague?” The customer then picks their response from a 0-10 scale Net Promoter Score Net Promoter Score = Promoters (9’s & 10’s) Responses ______________________ - Detractors (0 - 6’s) Responses ______________________
- 9. Customer Success Goals 9 • Customer Retention • Expansion Revenue • Net Promoter Score
- 11. Bar charts are useful for ranking 11
- 13. Time series reveal trends 13
- 14. 14
- 15. 15 Traditional charting options are effective for analyzing performance toward each metric, but it can be challenging to understand the relationships across all three goals at once.
- 16. 16
- 17. 17
- 18. Applying Insights 18 • Rapidly classify CSM performance across three goals • Better understand consistency/volatility • Quickly identify CSMs with complimentary skills to arrange knowledge-share
- 19. 3D visualization compliments traditional charting 3D Visualization Novel Holistic Interactive Explorative Traditional Charting Familiar Targeted Static Informative 19
- 21. 21
- 22. 22