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Customer Success Metrics That Actually Matter ft. Rick Adams
Manage episode 385271323 series 3484312
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As CSMs, it gets harder to put a label on our efforts when we aren’t able to justify quantitatively. Sure, metrics help us do that, but, the knowledge of applying these metrics is not something many of us have decoded. That’s why we have Rick Adams with us in this episode. Rick walks us through different metrics and their practical use cases for real-life scenarios.Timestamps0.00 - Introduction09:25 - Customer Satisfaction (CSAT)16:30 - How often should we measure CSAT?21:10 - Churn/Renewal R...
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