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Amy’s Customer Success Manifesto – Part3:Metrics

In the third part of our four part interview with Amy Friedman, a passionate customer success pro, she talks about metrics for customer success.

Top metrics:
– Number of logins (proxy for usage)
– What features are getting used (to focus product development and training)
– Renewal percentages
– Churn rate (number of customers, revenues per customer)
– Accounts payable

Key success factor for customer success
– Centralized repository of customer data

The other installments in this four part series include:
1. What does it take to be a customer success professional: role and responsibilities
2. What are the challenges in the life of a customer success professional
3. Metrics and measurements for customer success management
4. Case study: putting customer success management together at Lucidera

About Amy Friedman
Amy hasĀ over 15 years marketing for software and SaaS companies with the last 4 years as a customer success. She has worked in customer success for Informatica, Fundly, Rearden Commerce and LucidEra and is speaking candidly about the beauty and the challenges of a customer success professional. I really love this series with Amy as she is giving a candid look in the kitch of customer success management, a new but growing profession.

What do you think? What are your key metrics in customer success?

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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