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Customer Success Metrics

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There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they're looking for. But how can you tell if your customer success team's hard work is paying off? One way is to use key performance indicators

Customer Health Score takes multiple dimensions of customer data measures and consolidates them into a single representation of green, yellow or red. It is a consolidation all the information the company has about the customer, from all probes, people and

    Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by

Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key metrics that matter is something we at Totango consider part of our mission.  Over the last couple of years, I’ve had the pleasure of getting to know Christoph,

Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate average figures will do no good, as it doesn’t reflect the whole picture and usually