Customer Success KPIs: Measuring Impact with Touch

Dec 5, 2023

In the realm of customer success, key performance indicators (KPIs) are essential for measuring and understanding the impact of your efforts. Utilizing a tool like Touch can significantly enhance your ability to track and interpret these KPIs effectively. Here's a guide on how to measure customer success impact using Touch:

1. Customer Satisfaction Score (CSAT)

  • Description: Measures customer satisfaction with your product or service.

  • How Touch Helps: Use Touch to distribute and collect customer satisfaction surveys immediately following interactions or transactions. Track and analyze CSAT trends over time.

2. Net Promoter Score (NPS)

  • Description: Assesses customer loyalty by measuring their likelihood to recommend your product or service.

  • How Touch Helps: Automate NPS surveys with Touch and analyze responses to categorize customers into Promoters, Passives, and Detractors. Monitor changes in NPS to gauge loyalty trends.

3. Customer Churn Rate

  • Description: The rate at which customers stop doing business with you.

  • How Touch Helps: Touch can track subscription renewals, cancellations, and downgrades, providing real-time data on churn rates. Use this data to identify at-risk customers and take proactive retention steps.

4. Customer Lifetime Value (CLV)

  • Description: Predicts the total value a business will derive from their entire relationship with a customer.

  • How Touch Helps: Utilize Touch’s analytics to track customer purchase history and interaction data to calculate CLV and identify high-value customers.

5. Customer Health Score

  • Description: A metric that combines various indicators (like product usage, engagement levels, and feedback) to assess the overall health of the customer relationship.

  • How Touch Helps: Aggregate data from various touchpoints using Touch to formulate a comprehensive customer health score. Monitor this score to identify customers who may need additional support.

6. Renewal Rate

  • Description: Measures the rate at which customers renew their subscriptions or contracts.

  • How Touch Helps: Track renewal transactions and set alerts for upcoming renewals in Touch to proactively engage with customers and ensure continuity.

7. Onboarding Efficiency

  • Description: Assesses the effectiveness of the customer onboarding process.

  • How Touch Helps: Use Touch to track milestones in the onboarding process and measure the time taken to reach each milestone. Feedback collected through Touch can also inform the effectiveness of onboarding.

8. Expansion Revenue

  • Description: Additional revenue generated from existing customers through upsells, cross-sells, and add-ons.

  • How Touch Helps: Monitor sales and upgrade data within Touch to track expansion revenue and identify opportunities for further growth with existing customers.

9. Support Ticket Trends

  • Description: Analyzing the volume and nature of support tickets to identify common issues or areas for improvement.

  • How Touch Helps: Integrate Touch with your support ticket system to analyze trends and response times, and use this data to enhance service quality.


By leveraging Touch to track these critical customer success KPIs, businesses can gain a deeper understanding of their customer relationships, identify areas for improvement, and strategize more effectively to enhance customer satisfaction and loyalty. Regular monitoring and analysis of these KPIs are key to a successful customer success strategy.

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