Customer Success Performance
Customer Satisfaction
92% +2%
Target: 90%
First Response Time
2.1 -0.9
Target: ≤3 hours
Resolution Rate
94% +4%
Target: 90%
Contract Renewal
88% -2%
Target: 90%
Customer Success Core Metrics
| Metric | Measurement | Target | Actual | Owner | Status |
|---|---|---|---|---|---|
|
Customer Satisfaction (CSAT)
Post-resolution satisfaction score
|
Percentage | ≥ 90% | 92% | CS Manager | Green |
|
First Response Time
Avg. hours to first response
|
Hours | ≤ 3 | 2.1 | Support Lead | Green |
|
First Contact Resolution
% resolved on first interaction
|
Percentage | ≥ 75% | 78% | Support Lead | Green |
|
AMC/CMC Renewal Rate
% of contracts renewed
|
Percentage | ≥ 90% | 88% | Account Manager | Yellow |
|
Returns Resolution Time
Avg. days to resolve returns
|
Days | ≤ 5 | 4.2 | Returns Manager | Green |
|
Warranty Claim Rate
% of products with warranty claims
|
Percentage | ≤ 3% | 2.8% | Warranty Manager | Green |
|
Resolution Breakdown
Repair/Replace/Refund distribution
|
Ratio | 70/20/10 | 72/18/10 | Operations Lead | Green |
|
Net Promoter Score (NPS)
Customer loyalty metric
|
Score | ≥ 45 | 52 | CS Director | Green |
Customer Success Action Plan
! Improve Contract Renewal (Current: 88% | Target: 90%)
- Implement proactive renewal reminders 90 days before expiration
- Create personalized value reports for each client
- Develop loyalty program for long-term contracts
- Train account managers on value-based renewal conversations
✓ Reduce Warranty Claims
- Implement customer education program on product usage
- Develop improved troubleshooting guides
- Create video library for common maintenance tasks
→ Enhance Returns Process
- Implement AI-powered returns classification system
- Create self-service returns portal for customers
- Develop standardized decision trees for repair/replace/refund
EOS Implementation Guidelines
Weekly Cadence
Update every Monday at 9 AM. Review in Customer Success L10 Meeting.
Accountability
Each metric has a clear owner responsible for reporting and improvement.
Targets
Set quarterly targets aligned with company Rocks (e.g., "Achieve 95% renewal rate").
Visual Management
Display customer success metrics on team dashboards.
Customer Success Focus Areas
Warranty Support
Efficient claim processing and resolution
Contract Management
AMC/CMC retention and renewal
Returns Excellence
Streamlined repair/replace/refund processes
Customer Loyalty
Building long-term relationships and advocacy
Resolution Highlights
Warranty Repairs
Repaired 1,250 units this month with 95% same-week turnaround.
Product Replacements
Processed 320 replacements with 48-hour average fulfillment time.
Refund Processing
Issued 85 refunds with average 3.2 day processing time.
Customer Success Priorities
Renewal Optimization
Increase AMC/CMC renewal rate to 90% through proactive engagement
Self-Service Portal
Launch customer portal for warranty claims and returns
Knowledge Enhancement
Create comprehensive knowledge base for product support