Nilesh Surana

12:01 PM, 28th Jun 2018

7 SaaS Customer Success Metrics You Can’t Do Without

How do you know whether your company is growing, stagnant or on a downward trend? Knowing where the company stands is important because it will help you take steps to make sure that the company moves in the right direction.

Instead of just making a guess about the current situation of the company, the best way is to take help of data points because data never lies. So, it is critical that we focus on customer success metrics that will help us decide on what to prioritize next. However, there is so much data that can be measured that we can get confused due to information overload.

For example, if you are a pilot and your plane is at an appropriate altitude. Then, your focus will be on the speed, figuring out whether you are going at optimum speed or not, and taking necessary steps if the speed is not optimum. But if your plane is at low altitude, then your center of attention should be the height and not speed. In this case, if you concentrate on speed alone, it might lead to a crash.

Similarly, you need to make sure you are measuring the success metrics that will boost your company growth.

Learn more about 7 key customer success metrics every SaaS company should measure.

Follow me on Twitter at @nileshsurana for updates on Manchester United, marketing, customer success and technology. I also write on Medium at @nileshsurana.

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