Customer Success by the Numbers Panel

April 21, 2015

While the discipline of Customer Success has been widely adopted by SaaS and subscription businesses, the debate about how best to measure success still rages on. The tried and true metrics of NPS, conversion rates, churn, and revenue per user are being joined by new metrics including Customer Retention Cost (CRC), product engagement, customer health. We'll sit down with several Customer Success Executives to see how they are measuring the impact that they are making today and how they see these metrics evolving in the future. Moderator: Bruce Cleveland Panelists: David Lahey Bill Lapcevic Hatim Shafique Greg Tate Jeff Wright

Previous Flipbook
The Missing SaaS Metric: Customer Retention Cost Report
The Missing SaaS Metric: Customer Retention Cost Report

The Customer Retention Cost (CRC) and the CRC Ratio help assess and benchmark customer retention efforts in...

Next Flipbook
2014 SaaS Metrics Survey
2014 SaaS Metrics Survey

This year's key take-away underscores the importance of customer success in the SaaS business model and why...