3 Scenarios: Why Customer Metrics Are So Important
Posted by Kim Walsh at February 4th, 2013
I’ve spoken to many CEO’s over the last few months that have consistency shared the same message with me
Below are a few scenarios we discussed:
“I have a lot of customers that have signed up for monthly subscription, they will use our product for a month, then cancel, then come back. I need predictability into this lost MRR and new MRR which ultimately will tell me net MRR.”
“I have customers of both large and small companies that only have 1-2 users leveraging my product, these companies really should have 50-100 users using the product. Is there a way I can gain insight into what company is a viable company to up-sell andcross-sell additional users?”
“Today many of these decisions are being based on the intuition of account managers and sales reps. Most sales reps are compensation on new MRR and most account managers are not trained to be sales people.”
What sort of Customer Metrics should be put in place?
C-Level, VP’s and Director’s want more insight into numerous components of a customers life-cycle and access to more data. This will help them lead account management teams, allow greater insight into customer metrics and shift decision making criteria within the organization from decisions based on intuition —-> fact based, metric driven customer data.
Do you see how this could be helpful to your organization?