A Customer Support manager’s objective is to “Delight customers” How can he measure if customers are getting maximum product value?
These are some potential indicators:
1. Customer onboarding process
You can create a quick onboarding process to engage customers.
2. Churn rate
It’s a KPI expressed as a percentage of customers who stop using your product or services in a given period of time. If you have a churn rate of 15% and decreasing it by 10% will indicate you have improved product value for customers.
3. Net Promoter Score
NPS measures customer experience with the product and services. An increase increase in NPS from 6 to 9 implies more product referrals, an increase in customer loyalty to the product and services offered.