KPI Library
Navigate your organization to excellence with 17,288 KPIs at your fingertips.




Why use the KPI Library?

Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

This vast range of KPIs across various industries and functions offers the flexibility to tailor Performance Management and Measurement to the unique aspects of your organization, ensuring more precise monitoring and management.

Each KPI in the KPI Library includes 12 attributes:

  • KPI definition
  • Potential business insights [?]
  • Measurement approach/process [?]
  • Standard formula [?]
  • Trend analysis [?]
  • Diagnostic questions [?]
  • Actionable tips [?]
  • Visualization suggestions [?]
  • Risk warnings [?]
  • Tools & technologies [?]
  • Integration points [?]
  • Change impact [?]
It is designed to enhance Strategic Decision Making and Performance Management for executives and business leaders. Our KPI Library serves as a resource for identifying, understanding, and maintaining relevant competitive performance metrics.

Need KPIs for a function not listed? Email us at support@flevy.com.


We have 54 KPIs on Customer Success in our database. KPIs serve as vital tools in Customer Success to quantify the effectiveness of sales strategies and customer engagement. By tracking metrics such as customer retention rates, average deal size, and customer lifetime value, sales management can gain insights into the health of customer relationships and the sustainability of revenue streams.

KPIs enable the identification of trends and patterns, allowing for proactive measures to enhance customer satisfaction and loyalty, which are directly linked to repeat business and referrals. Furthermore, these performance indicators help in setting clear goals for the sales team, fostering a data-driven culture that aligns with the organization's objectives. Ultimately, KPIs facilitate targeted improvements by pinpointing areas that require attention, ensuring that resources are efficiently allocated to optimize sales outcomes and drive business growth.

  Navigate your organization to excellence with 17,288 KPIs at your fingertips.
$189/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Advocacy Actions

More Details

The number of times customers engage in advocacy behaviors, such as providing testimonials or participating in case studies. Shows the level of customer engagement and willingness to support the brand, reflecting customer loyalty and satisfaction. Tracks the number of times customers engage in activities that promote the company, such as referrals, testimonials, or case studies. Total Number of Advocacy Actions Taken by Customers / Total Number of Customers
Average Revenue Per Account (ARPA)

More Details

The average revenue generated per account over a given time period, typically monthly or annually. Helps in understanding revenue generation efficiency and identifying high-value customer segments. Measures the average revenue generated per account over a given period, often monthly or annually. Total Revenue / Total Number of Accounts
Churn Rate

More Details

The percentage of customers who have discontinued using a product or service over a given period of time. This KPI measures the effectiveness of the Customer Success Team in retaining customers. Provides insight into customer retention and satisfaction, indicating the health of customer relationships. Tracks the percentage of customers who cancel or do not renew their subscriptions within a given timeframe. (Number of Customers Lost during the Time Period / Total Number of Customers at the Start of the Time Period) * 100
KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 54 KPIs under Customer Success
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

Customer Account Growth Rate

More Details

The rate at which customer accounts grow in terms of usage or added features over time. Indicates the effectiveness of upselling and cross-selling strategies and customer satisfaction with the product or service. Measures the rate at which customer accounts are increasing in value over a specific period. (Total Revenue at the End of the Period - Total Revenue at the Start of the Period) / Total Revenue at the Start of the Period
Customer Churn Cost

More Details

The cost incurred by the company when a customer ceases to do business or discontinues the subscription. Helps in understanding the financial impact of churn and the importance of retention strategies. Calculates the total cost associated with losing customers, including lost revenue and additional marketing and sales expenses. Sum of Lost Revenue and Additional Costs Due to Customer Churn
Customer Cohort Retention Rate

More Details

The retention rate of specific customer cohorts over time, which can highlight trends or patterns in customer loyalty. Offers detailed insights into how retention varies among different customer groups, guiding targeted retention strategies. Measures the retention rate of a specific group or cohort of customers over a given period. (Number of Customers Remaining from a Cohort / Total Number of Customers in the Cohort at the Start of the Period) * 100

Types of Customer Success KPIs

We can categorize Customer Success KPIs into the following types:

Retention KPIs

Retention KPIs measure the ability of an organization to keep its existing customers over a period of time. These metrics are crucial for understanding customer loyalty and the long-term health of customer relationships. When selecting these KPIs, consider the lifecycle of your product or service and the typical duration of customer engagement. Examples include Customer Retention Rate and Churn Rate.

Engagement KPIs

Engagement KPIs track how actively customers are interacting with your product or service. These metrics help gauge customer satisfaction and identify areas for improvement. When choosing these KPIs, ensure they align with your customer journey stages and reflect meaningful interactions. Examples include Daily Active Users (DAU) and Monthly Active Users (MAU).

Expansion KPIs

Expansion KPIs measure the growth potential within your existing customer base. These metrics are vital for identifying opportunities for upselling and cross-selling. When selecting these KPIs, focus on metrics that reflect increased customer value and additional revenue streams. Examples include Net Revenue Retention (NRR) and Upsell Rate.

Support KPIs

Support KPIs evaluate the effectiveness and efficiency of your customer support operations. These metrics are essential for ensuring customer issues are resolved promptly and satisfactorily. When choosing these KPIs, prioritize metrics that reflect both speed and quality of support. Examples include First Response Time and Customer Satisfaction Score (CSAT).

Adoption KPIs

Adoption KPIs measure how well customers are integrating your product or service into their routine operations. These metrics help identify onboarding success and areas where customers may need additional training or support. When selecting these KPIs, focus on metrics that indicate the depth and breadth of product usage. Examples include Feature Adoption Rate and Time to First Value.

Financial KPIs

Financial KPIs assess the monetary impact of your customer success efforts. These metrics are crucial for understanding the return on investment and overall financial health of your customer success initiatives. When choosing these KPIs, ensure they align with your broader financial goals and objectives. Examples include Customer Lifetime Value (CLTV) and Cost to Serve.

Acquiring and Analyzing Customer Success KPI Data

Organizations typically rely on a mix of internal and external sources to gather data for Customer Success KPIs. Internal sources often include CRM systems, customer support platforms, and product usage analytics tools. These systems provide a wealth of data on customer interactions, support tickets, and product engagement metrics. According to Gartner, 80% of organizations use CRM systems as their primary source for customer data.

External sources can include market research reports, customer surveys, and third-party analytics platforms. These sources offer valuable insights into customer sentiment, industry benchmarks, and competitive performance. For example, Forrester reports that 60% of organizations use customer surveys to gather feedback on their customer success initiatives.

Once the data is acquired, the next step is to analyze it effectively. Data analysis tools such as Tableau, Power BI, and Google Analytics can help visualize the data and uncover actionable insights. It's essential to segment the data by customer demographics, product usage patterns, and support interactions to identify trends and areas for improvement. McKinsey suggests that organizations that leverage advanced analytics see a 15-20% increase in customer satisfaction.

Regularly reviewing and updating your KPIs is also crucial. This ensures that the metrics remain relevant and aligned with your evolving business goals. Establishing a robust feedback loop with your customer success team can help identify any gaps in the data and refine your KPIs over time. According to Bain & Company, organizations that continuously refine their KPIs are 1.5 times more likely to achieve their customer success objectives.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 54 KPIs under Customer Success
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

FAQs on Customer Success KPIs

What are the most important KPIs for measuring customer retention?

The most important KPIs for measuring customer retention include Customer Retention Rate, Churn Rate, and Customer Lifetime Value (CLTV). These KPIs provide insights into how well your organization is retaining customers over time and the long-term value they bring.

How can I measure customer engagement effectively?

To measure customer engagement effectively, focus on KPIs such as Daily Active Users (DAU), Monthly Active Users (MAU), and Feature Adoption Rate. These metrics help you understand how frequently and deeply customers are interacting with your product or service.

What KPIs should I track for customer support performance?

Key KPIs for tracking customer support performance include First Response Time, Resolution Time, and Customer Satisfaction Score (CSAT). These metrics help evaluate the efficiency and quality of your support operations.

How do I measure the financial impact of customer success?

To measure the financial impact of customer success, focus on KPIs such as Customer Lifetime Value (CLTV), Net Revenue Retention (NRR), and Cost to Serve. These metrics provide insights into the monetary benefits and costs associated with your customer success efforts.

What are the best KPIs for tracking customer adoption?

The best KPIs for tracking customer adoption include Feature Adoption Rate, Time to First Value, and Onboarding Completion Rate. These metrics help you understand how well customers are integrating your product into their operations.

How can I use KPIs to identify upsell opportunities?

To identify upsell opportunities, track KPIs such as Net Revenue Retention (NRR), Upsell Rate, and Customer Health Score. These metrics help pinpoint customers who are likely to benefit from additional products or services.

What sources should I use to gather data for customer success KPIs?

Common sources for gathering data include CRM systems, customer support platforms, product usage analytics tools, and customer surveys. These sources provide a comprehensive view of customer interactions, support needs, and product engagement.

How often should I review and update my customer success KPIs?

Regularly reviewing and updating your customer success KPIs is essential to ensure they remain relevant and aligned with your business goals. A quarterly review cycle is recommended to keep your metrics up-to-date and actionable.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 54 KPIs under Customer Success
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.




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