Utilizing Performance Metrics and KPIs

Identifying and measuring the most impactful Key Performance Indicators (KPIs) is central to the success of any CS team. The right KPIs can provide invaluable insights into customer engagement, satisfaction, and overall health, directly influencing strategic decisions. In a data-driven business environment, accurately measuring and interpreting the right metrics is a skill that sets successful CS leaders apart.

In this CS Leadership Roundtable, host Andrew Marks and two Customer Success professionals--Ariel Benzakein and Derrick Hazel--discuss how to utilize performance metrics to ensure alignment with corporate goals.

During the live event, the panelists discussed:
The criteria that CS leaders should use to identify the most impactful KPIs

How to effectively align KPIs with broader business objectives and goals

How to balance customer-focused KPIs with revenue and growth-oriented metrics

Common mistakes organizations make when selecting and measuring KPIs

How to ensure your team, other departments, and upper management understand and are motivated by these KPIs

How to measure the impact of Customer Success initiatives on KPIs and overall business outcomes

By the end of the learning session, you’ll have lots of good advice and tips on interpreting KPIs that drive real business results.

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About Us:
SuccessCOACHING is reinventing the Customer Success training experience for CS Leaders, Customer Success Managers, and aspiring CSMs. Learn more about how SuccessCOACHING can help you or your Customer Success team at successcoaching.co.

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