You’ve got some sharp customer-support skills and a brilliant team alongside you already, but there’s always room for improvement, right? That’s how we grow as individuals, and it helps the business you work for, too. That’s where Key Performance Indicators, or KPIs, come in.

By identifying your customer-success KPIs, you can unlock a world of benefits. Defining your KPIs, then analyzing the data allows you to pinpoint areas for adjustment and fine-tuning. Once you’ve got a clear vision, setting specific goals and tracking improvement levels can make a significant impact on your customer-satisfaction and retention rates. This course has been designed to explain what KPIs are and help you take advantage of them to hit your goals.

By the end of this course, you’ll be able to:

• Define relevant KPIs for customer success
• Identify effective ways to measure customer success KPIs
• Explain how to analyze customer success KPI data to help achieve wider business goals

Why take this course?

Having clearly defined targets is a key part of developing ourselves and our teams. KPIs play a crucial role in providing clear visibility into our progress toward these targets. This course will guide you in identifying the areas you need to focus on. It’ll also help you use that knowledge to drive yourself and others in your team toward shared goals. Customer Success Managers will find this course especially useful as they look to deepen their understanding in this field.

10 mins | SCORM | Takeaway Tasks