Key Metrics and Beyond

Chitra Madhwacharyula and Shreesha Ramdas

Chapter Chapter 5 in Scaling Customer Success, 2023, pp 87-121 from Springer

Abstract: Abstract What you can’t measure, you can’t fix. Metrics are vital to effectively measure the value of a Customer Success organization. But you need to use the right metrics in the right way. If a business invests $1 on Customer Success, what should it expect in return based on customer revenue or profit? In this chapter, we’ll explore the metrics that are important to measure customer retention and growth and how they can be combined to deliver a unified metric that helps measure the ROI of a Customer Success Organization.

Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4842-9192-4_5

Ordering information: This item can be ordered from
http://www.springer.com/9781484291924

DOI: 10.1007/978-1-4842-9192-4_5

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().