There are hundreds of things you can measure in Customer Success.

Instead of diving into metrics, we'll challenge you to keep this so simple that you'll use binary questions to solve your metric problems before they happen. We won't even dive into commonly used CS metrics like customer satisfaction score and Net Promoter Score. Instead, we'll stick with measuring the three processes you need to get started

Onboarding

• Phase 1 complete? Yes / No. [Time taken - # of days]
• Phase 2 complete? Yes / No. [Time taken - # of days]
• Phase 3 complete? Yes / No. [Time taken - # of days]
• Onboarding complete? Yes / No. [Total time elapsed - # of days]

You only need to measure phases complete and the amount of time to complete each phase. Measuring the time will help you identify where you can improve your process. If a phase of your onboarding is taking four weeks, what is driving this? Perhaps you could offer guidance ahead of time with very specific instructions to overcome the longer parts or even break down the steps into their parts, to make sure everything is logically sequenced.

QBR

• Did the QBR happen? Yes / No
• Did you set goals for the next quarter in the QBR? Yes / No
• Was Goal 1 achieved? Yes / No
• Was Goal 2 achieved? Yes / No
• Was Goal 3 achieved? Yes / No
• Did the customer say they would renew? Yes / No

At the end of each quarter, you should be able to articulate if you have achieved the goal. You define what you're going to do and then measure it. There is no room for debate or consternation. All of these metrics can be set up as a simple checkbox in Salesforce or a yes/no field in a spreadsheet.

Discipline will be your primary challenge because there are so many other things you will want to measure. For example, a customer health score is one metric that most leaders struggle with because it blends a variety (up to 7-10 different quantitative metrics) which makes it fuzzy and hard to drive performance behind.

Here are two final questions to ask yourself about your metrics:

- How can I best support my team to achieve this metric?
- Do our business processes help us achieve this metric? If not, what should we change?