Metrics to milestones (all about KPIs)
Do you ever find yourself pondering the intricacies of Customer vs User KPIs?
Do you question which one to prioritize and if they're both essential?
Perhaps even wonder if there's a real need to differentiate?
If this is you... good. I worried Johan and I were the only ones.
This week on Impact Weekly, we delve deep into how to measure success for our customers, CSMs, and the CS Org as a whole.
Join us as we unpack the importance of understanding and accurately measuring true customer engagement and the oddly-compelling difference between customer-centric metrics and user-level KPIs.
Listen to this week's episode here.
~ Lincoln
BTW: Poor Customer Onboarding is the leading cause of contraction at renewal (discounts and downgrades), meaning it's often the primary drag on ARR and NRR growth.
But you already knew that, which is why you're going to join our two-week intensive Onboarding program that starts on 30 October, 2023, right?
Learn more about this awesome program and secure your seat here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...