METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS

Metrics you should track for Awesome

Customer Success

2

About me

Connect the world’s professionals to

make them more productive

and successful

3

LinkedIn mission

4

For our members

Enable professionals to

build and manage their

identities

Help professionals create

and leverage their

networks

Identity Networks Knowledge

Give professionals the knowledge

they need to

be more successful in

their careers

5

For our customers

Enable passive

recruiting at

massive scale

Identify and engage

professionals with

relevant content

Transform cold

calls into warm

prospects

Hire Market Sell

6

0

200

400

600

800

1000

1200

1400

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2000

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2010 2011 2012 2013 2014 2015

Customer Success Jobs on

Expert Consultants

Worldwide

15+Countries

8+Avg. Years of Talent Acquisition

Experience per Consultant

200+

Customer Success at LinkedIn

9,000+Consulting Customers

Where do our talent acquisition experts come from? Places like…

What do we track?

Size/Growth of Annuity (ARR)

Churn (Customer and $)

Customer Health/Utilization

Certifications & Learning

Lifecycle Engagement AE Handoff

Onboarding

Quarterly Business Reviews

Renewal

Reactive Support (tickets, SLA)

Sentiment (NPS, CSAT)

Sponsored Project Status Project A

Project B

Project C

Time (QoQ, YoY)

Geography (Region, Country)

Business Verticals

Customer Size

Metrics Dimensions

I learned about

tracking product

utilization at the

last conference.

How can I get

awesomer?

NPS 2.0 and Product-Level Churn

Size/Growth of Annuity (ARR)

Churn (Customer and $)

Customer Health/Utilization

Certifications & Learning

Lifecycle Engagement AE Handoff

Onboarding

Quarterly Business Reviews

Renewal

Reactive Support (tickets, SLA)

Sentiment (NPS, CSAT)

Sponsored Project Status Project A

Project B

Project C

Time (QoQ, YoY)

Geography (Region, Country)

Business Verticals

Customer Size

Metrics Dimensions

Basic NPS

Use Satisfaction and NPS together to determine what drives NPS and to

prioritize Customer Success projects

Basic Customer Sentiment Survey

Net Promoter Score (1-10 scores)– How likely are you to recommend __________ to a friend of colleague?

Satisfaction Questions (1-10 scores)– How satisfied are you with customer support?

– How satisfied are you with your sales representative?

– How satisfied are you with education and training materials?

Agreement Statements (1-10 scores)– I consider __________ a strategic partner.

– _________ is committed to my organization’s success.

– I know who to contact at __________ when I have a question.

– ___________ is easy to do business with.

NPS 2.0 – Discover Key DriversC

orr

ela

tio

n t

o N

PS

Average Satisfaction Score (1-10)1

1

0

10

Vulnerability(Invest)

Potential

Vulnerability(Monitor)

Advantage(Maintain)

Potential

Advantage(Promote)

Basic Customer Sentiment Survey

Net Promoter Score (1-10 scores)– How likely are you to recommend __________ to a friend or colleague?

Satisfaction Questions (1-10 scores)– How satisfied are you with customer support?

– How satisfied are you with your sales representative?

– How satisfied are you with education and training materials?

Agreement Statements (1-10 scores)– I consider __________ a strategic partner.

– _________ is committed to my organization’s success.

– I know who to contact at __________ when I have a question.

– ___________ is easy to do business with.

NPS 2.0 – Prioritize ProjectsC

orr

ela

tio

n t

o N

PS

Average Satisfaction Score (1-10)1

1

0

10

Vulnerability

(Invest)

Potential Vulnerability

(Monitor)

Advantage

(Maintain)

Potential Advantage

(Promote)

Customer Support

Sales Representative

Education/Training

What project do you

invest in?

NPS 2.0 – Explain Changes in LoyaltyC

orr

ela

tio

n t

o N

PS

Average Satisfaction Score (1-10)1

1

0

10

Vulnerability

(Invest)

Potential Vulnerability

(Monitor)

Advantage

(Maintain)

Potential Advantage

(Promote)

11

1

Customer Support

Sales RepresentativeEducation/Training

Why did NPS go

down?

2

22

Determine SKU-level churn to target marketing and improve sales effectiveness

efforts

17%

27%

59%

66%

By Product

By # Licenses

By Revenue

By # of Customers

Totango asked1, “How do you measure churn?

1. 2014 Totango 4th Annual SaaS Metrics Survey Report

Evaluating Product Churn1

5462

3022

29

1410

23

127

Q2

+40%

-27%

+15%

+26%

+9%

Q1

117

Product A

Product B

Product D

Product C

1. Not actual LinkedIn data

What can you learn from product level churn?

Product fit by segment, company size, vertical etc..

Sales effectiveness gaps

Product-level Lifetime Value

Accurate targets for customer marketing

Market maturity (saturation, underpenetration)

The Basics…+ NPS 2.0 and Product Churn

Size/Growth of Annuity (ARR)

Churn (Customer and $)

Customer Health/Utilization

Certifications & Learning

Lifecycle Engagement AE Handoff

Onboarding

Quarterly Business Reviews

Renewal

Reactive Support (tickets, SLA)

Sentiment (NPS, CSAT)

Sponsored Project Status Project A

Project B

Project C

Time (QoQ, YoY)

Geography (Region, Country)

Business Verticals

Customer Size

Metrics Dimensions

Q&A