Shared Post-Sale KPIs

Shared Post-Sale Key Performance Indicators (KPIs) are a select set of quantifiable measures used to track the performance of post-sale activities, for which both customer success and marketing teams share responsibility. This model of joint accountability moves beyond traditional, siloed departmental goals to create a unified focus on customer retention, expansion, and advocacy. Core examples of these metrics include Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Product Adoption Rate, and customer health scores. By aligning these two influential teams around the same outcomes, organisations can foster a more cohesive customer journey and drive sustainable, long-term growth from their existing customer base.

Why it matters — Shared Post-Sale KPIs

Adopting shared post-sale KPIs is a strategic decision that fundamentally realigns how customer-facing teams operate. The traditional divide, where marketing focuses on acquisition and customer success focuses on retention, often creates a disjointed customer experience. Implementing shared goals addresses this and several other critical business challenges: