What KPIs does your marketing/sales team(s) use to assess a client's likelihood to renew or leave?
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Global Marketing Executive/ Head of Marketing in Services (non-Government)a year ago
CSAT for customer satisfaction and NPS for customer loyalty ideally combined into a Voice of the Customer program to closely monitor customer sentiment and trends. Also continuously monitoring product usage, utilization and tickets, and would not forget the importance of proactive and frequent check ins by the sales, customer success and executive team.
Director of Product Management in Software2 years ago
One way is to use that customer's sentiment KPIs - such as NPS and CSAT. Also, other angles may include watching their usage metrics and potentially their support tickets volume.
Great responses from the community already. I'll add to this too additional structure here
- combine both tangible and intangible
- Tangible - CSAT, NPS, Usage, Interaction with marketing campaigns
- Intangible - VOC to include things like - interactions and responsiveness to your teams, general sentiment (AI solutions can help to remove biases from simple rep feedback)