After you have been working with clients for a few months, you’re probably wondering if you have successfully filled all of their needs and if you could have done a better job making sure they were cared for. However, you don’t have to just wonder whether or not you did a good job with your onboarding process. By using customer success metrics, you can get a better idea of how you can improve in the future.
Here are some metrics you might want to consider using when you are gauging whether you need to create better relationships with your clients.
Revenue Goals
After your customer has been using your product or service for a few months, you’ll want to sit them down and ask them whether or not their revenue has increased. This mostly has to do when you are selling a product that is meant to increase sales, though you can also ask whether or not it has freed up time for workers land more more clients and if they have seen an overall increase in revenue since they have been your customer.
Business Metrics
Like revenue metrics, business metrics has to deal with net retention and whether or not your customers decide to renew their service with you. If they are on the fence or they have a number of concerns after working with you for some time, then that’s an indication that you need to look into how your product is working and if there is any way to make it a better experience for clients. If they are dropping off after a month or two, then that could be an indication that you need to work on your product or your onboarding process.
Adoption Metrics
While clients might continue to stay on, if they are not taking full advantage of your product or service, then you might need to look into why this is the case. Part of it might be that you have not explained how your clients can be successful with your service, or your team hasn’t provided enough support after the onboarding process is over. You might want to consider sending out a survey to see which of your clients have used your product or service and have been happy with it.
Outcome Metrics
When you are dealing with outcome metrics, you are probably looking into which areas your client has been happy with your product overall and which areas can be improved. Much of this will have to do with the expectations you clients had going into working with you and how that might have changed during the past few weeks or months. Again, this is when it is good to have a conversation and to talk about whether or not you have done the quality of work they were expecting.
Always Improve Customer Satisfaction
Whether or not you customers are happy with your product or service will completely determine how successful your business is in the future. With this in mind, you can create a system that offers actionable metrics to determine what you can improve on.
