Outcome-focused metrics that measure how well customers are achieving their goals as a result of using a company’s product or service. Unlike Key Performance Indicators (KPIs), which track a business’s internal performance, CPIs assess external value, whether customers are truly benefiting from their engagement.
This shift in focus is especially relevant in subscription, SaaS, and experience-driven industries where long-term success depends on customer retention and satisfaction. CPIs help teams understand customer health, identify friction, and align business efforts with real-world customer outcomes.
Common Examples of CPIs
- Time to First Value (TTFV): How quickly a new customer experiences initial value from the product or service.
- Product Adoption Rate: The extent to which customers engage with the product’s core features.
- Goal Achievement Rate: Tracks whether customers reach the outcomes they purchased the product to achieve.
- Usage Frequency: How regularly a customer uses the product or service.
- Customer Effort Score (CES): Measures how easy it is for customers to accomplish tasks or resolve issues.
- Support Resolution Impact: Whether support interactions lead to improved customer performance or satisfaction.
- Training or Certification Completion: Indicates how well-equipped customers are to use the product effectively.
Why CPIs Matter
CPIs complement KPIs by revealing the impact of your business on customer success. A product may show strong internal growth metrics, but if CPIs are weak—if customers aren’t reaching their goals or disengage quickly—retention and long-term value will suffer. When tracked consistently, CPIs help drive customer-centric innovation, proactive service, and sustainable growth.
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Additional Acronyms for CPI
- CPI - Cost per Install