Final Thoughts: How to Track Customer Centricity in Numbers
Posted: Tue Jan 28, 2025 5:50 am
This trust starts from day one of a team member's day at your company.
Every stage of your hiring process should focus on finding people who care:
Pick the right leaders. The core of every sales team is the VP/Manager. Don't expect your SDRs to do all the work—the leadership needs to have some skin in the game as well. That's why I'm constantly talking about our sales processes and our focus on customers. The more I talk about our customer-centric approach, the more it rubs off on Close's sales team.
Think about culture fit. A sales hire could be a great fit on paper and a not-so-great fit with the rest of your team. When evaluating a new hire, think about whether their selling style fits in with yours. For example, we don't hire "sales ninjas" or "killers" at Close because we hate that type of selling. We hire folks who are empathetic, listen to prospects, and genuinely want customers to find value in our product.
Build trust from day one. You are hiring experts who know what they are doing. So you need to trust they know what they are doing—and get out of their way. By that, I mean giving them the tools (like sales playbooks and onboarding materials) to bring them up to scratch. But after the initial ramp period, show every new hire that you trust them and let them take ownership of the new role. Empower your employees to make decisions independently and delight customers in the ways they feel are best.
It might take time to find the right people, but the wait is worth it once they are on your team.
I have spent this whole post focusing on talking to austria telegram data customers. I still believe that's the best way to build a customer-centric selling approach. But let's touch on data to wrap this up.
While relationships can’t be measured, metrics are available to see how your customer-centric strategies impact your bottom line. The metrics you should keep an eye on include:
Churn rate. This is the number of customers who decide your product isn't for them. Your monthly churn percentage is an indicator of a good/bad product fit and if customers are having a positive experience with your product. Learn more about how to calculate churn rate here.
Net revenue retention (NRR) measures how well your team retains new customers and whether overall revenue is expanding or leveling out. It is considered a key metric for SaaS businesses to measure the company's health.
Net Promoter Score (NPS). This is the smiley face metric. means your customers love your product. means they don't. NPS is a very quick, easy way to gauge if customers are happy and if they would recommend you to others.
Every stage of your hiring process should focus on finding people who care:
Pick the right leaders. The core of every sales team is the VP/Manager. Don't expect your SDRs to do all the work—the leadership needs to have some skin in the game as well. That's why I'm constantly talking about our sales processes and our focus on customers. The more I talk about our customer-centric approach, the more it rubs off on Close's sales team.
Think about culture fit. A sales hire could be a great fit on paper and a not-so-great fit with the rest of your team. When evaluating a new hire, think about whether their selling style fits in with yours. For example, we don't hire "sales ninjas" or "killers" at Close because we hate that type of selling. We hire folks who are empathetic, listen to prospects, and genuinely want customers to find value in our product.
Build trust from day one. You are hiring experts who know what they are doing. So you need to trust they know what they are doing—and get out of their way. By that, I mean giving them the tools (like sales playbooks and onboarding materials) to bring them up to scratch. But after the initial ramp period, show every new hire that you trust them and let them take ownership of the new role. Empower your employees to make decisions independently and delight customers in the ways they feel are best.
It might take time to find the right people, but the wait is worth it once they are on your team.
I have spent this whole post focusing on talking to austria telegram data customers. I still believe that's the best way to build a customer-centric selling approach. But let's touch on data to wrap this up.
While relationships can’t be measured, metrics are available to see how your customer-centric strategies impact your bottom line. The metrics you should keep an eye on include:
Churn rate. This is the number of customers who decide your product isn't for them. Your monthly churn percentage is an indicator of a good/bad product fit and if customers are having a positive experience with your product. Learn more about how to calculate churn rate here.
Net revenue retention (NRR) measures how well your team retains new customers and whether overall revenue is expanding or leveling out. It is considered a key metric for SaaS businesses to measure the company's health.
Net Promoter Score (NPS). This is the smiley face metric. means your customers love your product. means they don't. NPS is a very quick, easy way to gauge if customers are happy and if they would recommend you to others.