Relying Solely on GRR and NRR Is Like Driving in Reverse
Abbas Haider Ali · How to Build a World-Class Customer Success Org: Lessons from Notion's CRO and GitHub's VP of CS · Feb 5, 2025 · at 12:57
Abbas Haider Ali, VP of Customer Success at GitHub, discusses the pitfall of measuring customer success performance exclusively through lagging revenue metrics.
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“I think very commonly when people talk about KPIs for customer success teams, people quickly throw up GRR, NRR, like those are my numbers. I'm like, that's cool, but that's, you know, if you're driving by looking in the rear view mirror, you have the right set of leading indicators looking for activity, onboarding, velocity, those durable usage over time. You know, increasing level of depth of adoption, those are the things that tell you that you're doing all the right stuff, and I think that's the right way to think about it.”
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