Reports indicate steady growth in CS functionality since 2013. And since the COVID-19 pandemic, this growth has substantially increased. In 2021, 76% of surveyed CS professionals said they had a team consisting of more than 10 people. With this expansion comes the development of CS as a discipline.
Welcome to the customer success era.
In this CS era, business focus is on customer experience. And when it comes to your product, this means to show and let your customer try your offering. That is, be product-oriented to drive product-led expansion.
In this Process Street article, we identify the 4 key customer success metrics you need to develop your CS functionality. These metrics will inform your product-led growth strategy by measuring acquisition, adoption, retention, and expansion. This article is structured as follows:
- Understanding product-led growth and its benefits
- 4 key product-led customer success metrics
- 3 bonus tips to rocket your expansion revenue
Let’s jump to it!