They say “if you can’t measure it, you can’t improve it”, and nowhere is that clearer than the art and science of customer success metrics.
Since the turn of the century, there has been a notable shift in company cultures worldwide. Where previously companies might have measured their teams on calls made, leads acquired, and emails sent, the focus now is on how a customer reacts, rather than what your sales agents do — you can think of it as a quality-over-quantity approach.
Customer success KPIs, or key performance indicators, are a business’s best effort to get into the heads of its users. They allow us to spot patterns, identify blockers, and develop strategies to meet users at their levels.
As we enter 2025, artificial intelligence has turned what was once guesswork into a hyper-efficient, data-driven science. Join us as we list 19 key business metrics for 2025 used by leading businesses today.
