Best Metrics to Track for CSM?

[TireX]

Our team argues endlessly about KPIs. Some swear by NPS, others by average handle time. What’s the most impactful metric for SaaS companies? How do you balance quantitative vs. qualitative data?

[reverseflying]

Focus on metrics that tie directly to revenue and retention since these are essnetials. First Contact Resolution (FCR) is king—solving issues fast reduces churn. Customer Effort Score (CES) measures friction (“How easy was it to resolve your issue?”). Pair this with qualitative analysis: mine ticket transcripts for recurring pain points. This guide on how a company handles customer interactions highlights how HubSpot uses CES to reduce ticket volume by 20%. Also, track “reopen rate”—if tickets keep bouncing back, your solutions are Band-Aids. Balance is key: Speed + empathy = loyalty.