Articles by Dave Blake
100 Customer Success Leaders Weigh In On The Most Important Metrics to MeasureCustomer success metrics are crucial for SaaS companies to measure and improve performance. Dave discusses four types of important metrics: financial metrics like revenue retention rate, customer health metrics like Net Promoter Score, usage metrics like time spent in product, and team performance metrics like gross renewal rate. Financial metrics are the lifeblood and key indicators of a SaaS company's growth. Customer satisfaction metrics provide a holistic view of account health. Usage metrics can influence decisions across departments. And team performance metrics ensure all team members are engaged in achieving goals. Together, these metrics can help build a culture of customer success throughout a SaaS organization.