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A customer-centric culture means putting greater emphasis on long-term metrics and practical business ROI. The customer’s use of the product. The customer’s productROI. It’s important to measure your success against metrics that have a direct impact on how the customer uses the product.
You might look at measurements such as: Usage Data: If a customer is using the product frequently or is heavily leveraging specific functions, then it is time to offer them access to premium features or other advanced products. ProductROI: What do your business success metrics tell you about the ROI a customer is enjoying?
Adoption Metrics: Measuring the customer’s use of the product. Outcome Metrics: Measuring the customer’s productROI. Remember, all customer success metrics should lead to action. Gathering insight into the areas listed above should enable you to proactively engage with customers.
Key metrics include: Business metrics that demonstrate how product engagement affects revenue. Adoption metrics that reveal how a customer uses the product. Outcome metrics that reflect productROI. Remember, customer metrics should always lead to action. Take the information and use it to generate customer value. .
A customer-centric culture means putting greater emphasis on long-term metrics and practical business ROI. The customer’s use of the product. The customer’s productROI. It’s important to measure your success against metrics that have a direct impact on how the customer uses the product.
Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase productROI. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success.
Key metrics include: Business metrics that demonstrate how product engagement affects revenue. Adoption metrics that reveal how a customer uses the product. Outcome metrics that reflect productROI. Remember, customer metrics should always lead to action. Take the information and use it to generate customer value. .
Running client check-ins and quarterly business reviews for nominated accounts to demonstrate productROI, assess client health, and identify future needs. Educating customers on terminology, features, and the benefits of Lighthouse. Managing customer billing and renewals.
Once you do get in front of them, often people say about the importance of really selling the long term vision of kind of the product roadmap itself, and how that really plays into how they think about the partnership. How true is that versus actually the product today, what it can deliver for them on an ROI basis, on day of implementation?
Design, develop, and deliver operational reports and analyses, i.e., the status of findings, report of unworked opportunities, and projected cost savings/increased revenue that demonstrate productROI.
ROI helps to prove customer value. By showing that the ROI is greater than the amount that was invested. By quantifying how the customer feels and how s/he engages with your product. ROI of implementing a Customer Success is also an important measure. It will assist in knowing the impact of CS on customer value as well.
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