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Here Are The KPIs Linking Training to Customer Success

Posted by Julia Borgini on Jun 12, 2017 1:57:18 PM

MRR. Churn. CPA. ARC. LTV. If you're in the SaaS business, you're familiar with these terms.* Do a quick search for "customer success KPIs" and you'll find a dozen more. It can be a challenge trying to figure out which KPIs to use to measure the effectiveness of your training team and the programs you produce. 

Further complicating matters is if you're being asked to tie your training metrics to customer success. According to customer education thought leaders like Wayne McCulloch, senior vice president of Salesforce University, "education has never played a more important part in customer success than in a cloud-based organization."

Here are some of the training metrics you should be tracking when it comes to customer success.

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Topics: Building Customer Training, Training is Customer Success, Customer Education, Software Training, Education Services, KPIs, #CustomerSuccess

Hey Training Pros: Are you confusing operational and results metrics?

Posted by Julia Borgini on Nov 3, 2016 11:22:54 AM

Part of the process of creating customer education programs is to know what happens after participants take the training. Metrics are a good way of analyzing how the program is doing. You can look at the number of participants, the number of completions, the feedback you received, product usage, customer outcomes, and more.

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Topics: Customer Success, Learning, Customer Education, KPIs, Customer Outcomes, Outcomes

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