Business Insights

New Release: The top 3 ROI metrics Customer Success needs to track

2 – min read The holy grail of customer success is to easily prove the “value” or results that your customers get with your products. According to a survey of B2B buyers by IDC, “81% of buyers expect vendors to quantify the business value of proposed solutions” (IDC Survey of B2B Buyers, 2010). Yet, the most common way for SaaS businesses to show that value is by using a combination of metrics that only skim the surface (e.g., number of logins in the last month or time per user in the app) along with subjective satisfaction metrics.

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