Metrics are everything. They give you a benchmark to work against. They reveal weaknesses and strengths. They can be your saving grace or ultimate demise when it comes time to prove the ROI of your efforts.
When it comes to Customer Success metrics, there are six that you need to have on your radar:
- Net Renewal Rate (NRR)
- Gross Renewal Rate (GRR)
- Expansion Percentage
- Logo Retention
- Net Promoter Score (NPS)
- Cost of Retention
Each of these metrics give you a deeper look into your strategy—customer sentiments, internal operations, and the list goes on. Check out our Customer Success Metrics Calculator to calculate where you land for each metric!