Monthly Customer Success Report

My Awesome Company

January 2022

a close up of a clock

Table of Contents

Monthly Highlights  


Expansion

Account Escalations 


Customer Health Score

Customer Onboarding 


Advocacy

Renewals


Analysis

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? 

Reduce Churn

Increase Revenue

Increase Engagement

Increase Upsells

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

Milestone Completion Rate

Bar 1


Bar 2


Bar 3


Bar 4

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

Feature usage

Feature 1


Feature 2


Feature 3


Feature 4

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.

Quarterly account check-in

Slipping away email campaign

Upgrade incentives

Quarterly surveys

Renewal reminder

Renewal Rate by Plan

Plan X monthly (74%)

Plan X yearly (92%)

Plan Y monthly (79%)

Plan Y yearly (93%)

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?

Expansion by Plan

Plan X monthly to yearly (8)

Plan Y monthly to yearly (13) 

Plan X to plan Y (25)

Monthly-to-Yearly email campaign

Quarterly account check-ins

Usage  upsell campaigns

Upgrade incentives

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

letter, engineering drawing

Case Study

Describe how this case study highlights your customer success efforts.

Read more

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."

a person posing for the camera

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.

a close up of a man smiling for the camera
a person posing for the camera

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
Exit