Quantifying Customer Success: The Metrics That Matter Most

Business, finance and accounting concept

Ask 100 business leaders how important customer satisfaction and success is to their organizations, and you’re likely to get the same answer: It’s crucial. Some companies, such as Amazon, have developed their entire brand around serving their customers.

They call it “customer obsession,” citing that, “leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.”

After all, the customer’s perception is a business’ reality. And that makes the overall customer experience the most competitive battleground across all industries.

But ask the same number of business leaders how they would quantify customer success, and that’s when the answers will vary. Churn rate. Average customer lifecycle. ROI. Time savings. Validation via third-party review websites that measure a plethora of factors. The list goes on.

The answers vary because, while we all can agree that the most relevant, impactful businesses value customer success, the most impactful measurements for a retail company can be superfluous indicators of customer satisfaction for a software company.

The truest measurement of customer success is actually your product’s success. If customers are using your product, rating its abilities high, and are quickly realizing time to value, that is the best measure of customer happiness. And all of the above reflect how finance leaders worldwide are describing their experience with the Adaptive Suite.

The recent Gartner Research 2015 Critical Capabilities for Corporate Performance Management Suites research report reinforced this, giving Adaptive Insights high rankings across multiple use cases. Specifically, Adaptive Insights ranked #1 in the product/services scores for the Public/Private (less than $250 million in revenue) Use Case, receiving a score of 4.2 out of 5—the highest score across all four Use Cases. Adaptive Insights also received the second highest product/services score for the Individual Business Units Use Case and the third highest product/services score for the Public/Private ($250 million to $1 billion) Use Case, reflecting the high customer satisfaction across midsize and enterprise users.

Making your customers’ success your success is key, and Adaptive Insights’ customer Gentiva is a great example of this. Recipient of the Nucleus 2015 ROI Award for its successful deployment of Adaptive Insights, Gentiva achieved a 751% ROI. See the Slideshare below for more details on how Gentiva was able to achieve such a staggering ROI, and to learn more about the success of other Adaptive Insights enterprise customers.

Find out what other finance leaders from Coca-Cola and Etihad Airways have to say about the added flexibility and time to value they’ve realized since implementing the Adaptive Suite. You can find more details on Adaptive Insights’ latest ranking with the Gartner report, and why the research firm has already recognized Adaptive Insights as a visionary, within the Gartner Magic Quadrant for CPM Suites.

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