Monthly Customer Success Report
My Awesome Company
January 2022
Monthly Highlights
Customer Success teams are the backbone to revenue growth. Explain what the team has done this month towards reaching your company's CX goals. Focus on 1-3 major goals with measurable KPIs.
Highlight key takeaways from this month's data and what you need to improve your metrics for the next month. If your customer success team's goal is to reduce churn, what steps were taken last month to achieve this goal? If you're receiving a high number of complaints, what issues need to be addressed?
Account Escalations
Look at your customer support numbers and the type of ticket requests your team is receiving. Are there any patterns in the complaints? If so, detail how these issues are being tracked and resolved.
2,356
Monthly tickets
Team Responsible | Team Responsible | |
|---|---|---|
Active Issues | UX issue on dashboard filtering | Design |
Bug affecting duplicating projects | Development | |
Resolved Issues | Landing page copy update | Marketing |
Help Article missing instructions from new updates | Customer Success |
58
Escalations
2.3 (-3%)
Avg. response time
Feature Request #1
Highlight a few quotes that users shared about feature additions and improvements they'd like to see in your product.
E.g. "It would be nice to have integrations with tools like HubSpot and Salesforce..."
Feature Request #2
Highlight a few quotes that users shared about feature additions and improvements they'd like to see in your product.
Feature Request #3
Highlight a few quotes that users shared about feature additions and improvements they'd like to see in your product.
Key Takeaways
What does this data mean for your business? How can you improve your response and resolution time? This may include collaboration with other teams, like product and development. Loop them in to get involved for improvement and experiments.
Customer Onboarding & Engagement
Highlight the performance of your onboarding and ongoing engagement initiatives. Are users reaching your onboarding milestones? How long is it taking new users to find value in your product? What are the core features they're using in the product? Engagement requires input from product and marketing teams for improvements and experiments. Loop them in as collaborators or share the live link to keep everyone in-the-know.
64% (+2%)
Onboarding completion
236
New customers
2.3% (-1%)
1st Month Conversion Rate
Times-to-value
30% 7-14 days
20% 2-3 weeks
14% 1-2 months
26% 3-5 months
10% Never
5,306 (+2%)
Daily users (new & existing)
112k (+12%)
Weekly users (new & existing)
650K (+3%)
Occasional users (new & existing)
Session Activity Time
30% 0-30 minutes
10% 2-5 hours
55% 30 min-2 hours
5% >5 hours
Key Takeaways
How can you improve your onboarding and overall user engagement? Looking at this feature engagement and milestone completion, we should focus on these additional things:
- Feature discoverability
- Feature announcements
- Onboarding flow
Renewals
What are you doing to reduce churn? Explain what campaigns you're running to increase existing customer engagement and prevent them from churning.
32 (-1%)
#Churn
87% (+2%)
Annual renewal rate
27 (+2%)
#Churn
67% (-1%)
Monthly renewal rate
Key Takeaways
What does this data mean for your business? How can you improve both monthly and annual renewal rate? Are there any additional campaigns or billing optimizations that may help decrease churn? This may include collaboration with other teams, like billing, sales and marketing. Loop them in to get involved for improvement and experiments.
Customer Expansion
Detail your upsell campaigns. What are you doing to nurture and grow existing customers? How many upgrades and expansions did you have this month?
46 (+2%)
#Total upsells
17% (+2%)
Expansion rate from upsells
$175 (+2%)
Avg. revenue per account
Key Takeaways
Looking at this data, what are some things you can do to increase upsells?
- Create upsell campaign for users reaching revision history limits
- Highlight the benefits of collaboration (acct. expansion)
Customer Health Score
The Customer Health Score is a good way to predict churn. This score depends on your onboarding/engagement milestones, usage stats, customer satisfaction and your customer relationships.
Formulate your score based on factors such as usage frequency, product stickiness, ticket volume per user, product adoption, quality of relationship with a customer, response time to the first request, average logging frequency and more.
65 (+4)
Avg. customer health score
Power Users Health Score
Customer Name | Stage | Monthly Sessions | Health Score |
|---|---|---|---|
Client #1 | New paid | 24 | 77 |
Client #2 | Established | 15 | 80 |
Client #3 | Advocate | 31 | 83 |
Client #4 | Trial | 13 | 74 |
Key Takeaways
How can you improve your overall customer health score? Are there any improvements that can be made in the product or with your onboarding flow that would help users engage with your product more frequently?
Customer Advocacy
Case Study
Describe how this case study highlights your customer success efforts.
NET Promoter Score
Determine your monthly NET promoter score by asking customers how likely they are to recommend your product to someone else on a scale of 1-10. This will help you determine customer satisfaction.
NPS: 40
60% Promoters
20% Passive
20% Detractors
Testimonial #1
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
E.g. "X product helps our sales team save a lot time when communicating with potential customers."
Testimonial #2
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
Testimonial #3
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
Analysis
Key Learnings
What does the data tell you about your Customer Success strategy? Is there anything that stood out in the report, good or bad. What does this mean for your brand?
- Example A: Increased churn after recent pricing change...
- Example B: Increased leads and customers correspond with ..
- Example C: New feature #4 hasn't performed as expected...
- Example D: Emerging topics and strategies you uncovered...
Future Strategies
Discuss the CX strategy moving forward into the next month/quarter/year. Explain what the next steps are based on your key findings.
- Strategy #1
- Strategy #2
- Strategy #3
- Strategy #4