Monthly Customer Success Report
My Awesome Company
January 2022
January 2022
Reduce Churn
Increase Revenue
Increase Engagement
Increase Upsells
Look at your customer support numbers and the type of ticket requests your team is receiving. Are there any patterns in the complaints? If so, detail how these issues are being tracked and resolved.
2,356
Monthly tickets
Team Responsible | Team Responsible | |
---|---|---|
Active Issues | UX issue on dashboard filtering | Design |
Bug affecting duplicating projects | Development | |
Resolved Issues | Landing page copy update | Marketing |
Help Article missing instructions from new updates | Customer Success |
58
Escalations
2.3 (-3%)
Avg. response time
E.g. "It would be nice to have integrations with tools like HubSpot and Salesforce..."
Highlight the performance of your onboarding and ongoing engagement initiatives. Are users reaching your onboarding milestones? How long is it taking new users to find value in your product? What are the core features they're using in the product? Engagement requires input from product and marketing teams for improvements and experiments. Loop them in as collaborators or share the live link to keep everyone in-the-know.
64% (+2%)
Onboarding completion
236
New customers
2.3% (-1%)
1st Month Conversion Rate
Pie Chart
30% 7-14 days
20% 2-3 weeks
14% 1-2 months
26% 3-5 months
10% Never
Bar Graph
Bar 1
Bar 2
Bar 3
Bar 4
5,306 (+2%)
Daily users (new & existing)
112k (+12%)
Weekly users (new & existing)
650K (+3%)
Occasional users (new & existing)
Pie Chart
30% 0-30 minutes
10% 2-5 hours
55% 30 min-2 hours
5% >5 hours
Bar Graph
Feature 1
Feature 2
Feature 3
Feature 4
What are you doing to reduce churn? Explain what campaigns you're running to increase existing customer engagement and prevent them from churning.
Quarterly account check-in
Slipping away email campaign
Upgrade incentives
Quarterly surveys
Renewal reminder
Bar Graph
Plan X monthly (74%)
Plan X yearly (92%)
Plan Y monthly (79%)
Plan Y yearly (93%)
32 (-1%)
#Churn
87% (+2%)
Annual renewal rate
27 (+2%)
#Churn
67% (-1%)
Monthly renewal rate
Detail your upsell campaigns. What are you doing to nurture and grow existing customers? How many upgrades and expansions did you have this month?
Bar Graph
Plan X monthly to yearly (8)
Plan Y monthly to yearly (13)
Plan X to plan Y (25)
Monthly-to-Yearly email campaign
Quarterly account check-ins
Usage upsell campaigns
Upgrade incentives
46 (+2%)
#Total upsells
17% (+2%)
Expansion rate from upsells
$175 (+2%)
Avg. revenue per account
The Customer Health Score is a good way to predict churn. This score depends on your onboarding/engagement milestones, usage stats, customer satisfaction and your customer relationships.
65 (+4)
Avg. customer health score
Customer Name | Stage | Monthly Sessions | Health Score |
---|---|---|---|
Client #1 | New paid | 24 | 77 |
Client #2 | Established | 15 | 80 |
Client #3 | Advocate | 31 | 83 |
Client #4 | Trial | 13 | 74 |
Describe how this case study highlights your customer success efforts.
Determine your monthly NET promoter score by asking customers how likely they are to recommend your product to someone else on a scale of 1-10. This will help you determine customer satisfaction.
Pie Chart
60% Promoters
20% Passive
20% Detractors
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
E.g. "X product helps our sales team save a lot time when communicating with potential customers."
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
Highlight a few testimonials or reviews you've captured this month (in surveys or review sites). Choose quotes that underscore the main benefits users get from your product.
What does the data tell you about your Customer Success strategy? Is there anything that stood out in the report, good or bad. What does this mean for your brand?
Discuss the CX strategy moving forward into the next month/quarter/year. Explain what the next steps are based on your key findings.