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Rod Feuer's avatar

I'm surprised that "Customer Outcomes" isn't a North Star Metric category listed for B2B businesses.

For example, if you're a company in the sales acceleration/sales tech space, then your NSM could/should focused on the two most important outcomes: increasing # of Opportunities created (for SDR teams) or increasing Closed-Won $ (AE teams).

So the North Star Metric could/should be "% increase in rep productivity" or "% of customers achieving their new business goal".

This aligns with Amplitude's definition of the NSM: "This metric is a leading indicator that defines the relationship between the customer problems that the product team is trying to solve and sustainable, long-term business results... Increasing this (metric) would improve both customer value and key business results—like customer retention and, ultimately, subscription revenue."

In short, the best North Star Metrics align the success of the customer with the success of your business.

Curious for your thoughts on this...

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Deep Patel's avatar

I read this article when it was first published. To this date, this is one of my favorite write up by Lenny! Gold!

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