Glossary/Methodology & Frameworks

Result Benchmarks (Output Signals)

May 19, 2026·By Jeff Moss

A three-tier framework — Poor, Good, Best — for measuring whether a customer is achieving sufficient results. Benchmarks are built empirically: pull your 2–3 most successful customers to define Best, your 2–3 failing customers to define Poor, and everything in between is Good.

"Defining these benchmarks is easy. Look at your 2–3 most successful customers — their performance determines the 'Best' benchmark. Then look at 2–3 failing customers to identify the 'Poor' benchmark. The range in between is the 'Good' benchmark."

Example

For an ecommerce email tool: Poor open rate is below 20%. Good is 21–35%. Best is 36% or higher. Customers in the Best tier are your expansion conversations. Customers in Poor are your save conversations.

Jeff Moss

Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.

Back to glossary

Result Benchmarks (Output Signals)

Example

Related terms