New business teams have long used forecasting to predict new revenue and It is indeed a numbers game.
Customer success can and should play this numbers game even better than their new business counterparts as there is much more data CS can utilize.
With the right metrics, CS should be able to reliably predict renewals, churn, up/cross sales and expansion ops.
Here are few of our suggestions on measuring the right data points:
In conclusion – The above data points can be used to predict future success.
But 1st, we need to know what a healthy customer looks like for baseline. Then we can build a model with metrics most relevant to your product and ICP.
Then we need to monitor this data over a timeline that makes sense for your product. If we don’t monitor and take action, all this is for nothing.