CSQL (Customer Success Qualified Lead)
Posted: Mon Feb 17, 2025 6:58 am
[Definition] Customers who the customer success team has determined to have potential for future upselling and cross-selling
[Calculation method] We
set our own criteria based on product usage and customer satisfaction and measure it.
Specifically, we take into account the following factors for evaluation:
Product usage
Customer satisfaction
Engagement level
Identifying CSQLs can improve the efficiency of sales activities, increasing the likelihood of increased profits.
(12) Health Score
[Definition] A score that comprehensively evaluates the france whatsapp number data customer's success state
[Calculation method] Scores are calculated based on product usage, support history, customer feedback, etc.
The score is calculated by combining the following factors:
Product usage
, support history
, customer feedback
, contract renewal history
, and engagement indicators .
By continuously monitoring your health scores, you can spot at-risk customers early and provide timely support.
This increases customer satisfaction and ultimately reduces the risk of churn.
Key points for utilizing KPIs
Selecting the right KPIs
It is important to select the most appropriate KPIs based on each company's industry characteristics and business model.
Instead of tracking every metric, focus on the ones that directly impact your business' goals.
For example, if you have a subscription model, it may be effective to focus on churn rate and customer lifetime value (LTV).
Regular review and updates
Market conditions and customer needs are constantly changing.
Therefore, the key to success is to regularly evaluate whether your KPIs are really what you need to track and update them as necessary.
For example, as new features are added or customer demographics change, you should consider introducing new metrics, such as onboarding completion rates or usage rates of specific features.
[Calculation method] We
set our own criteria based on product usage and customer satisfaction and measure it.
Specifically, we take into account the following factors for evaluation:
Product usage
Customer satisfaction
Engagement level
Identifying CSQLs can improve the efficiency of sales activities, increasing the likelihood of increased profits.
(12) Health Score
[Definition] A score that comprehensively evaluates the france whatsapp number data customer's success state
[Calculation method] Scores are calculated based on product usage, support history, customer feedback, etc.
The score is calculated by combining the following factors:
Product usage
, support history
, customer feedback
, contract renewal history
, and engagement indicators .
By continuously monitoring your health scores, you can spot at-risk customers early and provide timely support.
This increases customer satisfaction and ultimately reduces the risk of churn.
Key points for utilizing KPIs
Selecting the right KPIs
It is important to select the most appropriate KPIs based on each company's industry characteristics and business model.
Instead of tracking every metric, focus on the ones that directly impact your business' goals.
For example, if you have a subscription model, it may be effective to focus on churn rate and customer lifetime value (LTV).
Regular review and updates
Market conditions and customer needs are constantly changing.
Therefore, the key to success is to regularly evaluate whether your KPIs are really what you need to track and update them as necessary.
For example, as new features are added or customer demographics change, you should consider introducing new metrics, such as onboarding completion rates or usage rates of specific features.