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Customer Success Metrics & KPIs

Customer Success Metrics & KPIs

  • $350.00
  • 2 Lessons
  • (5.0)
Description
Customer success isn’t just a support function — it’s a growth driver. This course teaches professionals how to define, track, and act on customer success metrics that reduce churn, boost satisfaction, and create long-term revenue. You’ll begin by understanding what customer success really means — proactive support, ongoing value delivery, and relationship building — and how it differs from customer support. You’ll explore essential KPIs like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), retention rate, churn, and expansion revenue. The course dives into how to set up dashboards and reports using tools like HubSpot, Gainsight, Salesforce, or spreadsheets. You’ll also learn how to track product adoption, onboarding completion, feature usage, and support ticket frequency. Through real case examples, you’ll see how top SaaS and service businesses monitor customer health and build playbooks for intervention — re-engagement emails, QBRs, check-in calls, and educational touchpoints. Special modules focus on cross-functional alignment between product, sales, and customer teams to ensure feedback is acted on and customers receive continuous value. You’ll also explore how to build Success Plans, automate renewals, and identify upsell opportunities. By the end, you’ll know exactly how to use data to improve customer relationships and turn success into a measurable business outcome. This course is perfect for CS teams, account managers, and customer-facing professionals looking to elevate their impact.
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  • Total Duration 6
  • Lectures 2
  • Skill Level Basic
  • Category Customer Relationship & Retention
Opening Hours
Mon - Sat (8.00 AM - 6.00 PM) Sunday - Closed

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