Customer Success Metrics: More Than A Number

YoungUpstarts

by Allison Yount, Director of Customer Success at Scout RFP. A check-in call and invoice in the inbox doesn’t cut it; instead, customer success teams should implement a strategic success plan that will help maintain a healthy level of communication and trust.

Get Your Metrics Together

Feld Thoughts

Since many of our investments are companies that are scaling, vs. companies that are just getting started, there are a lot of derivative metrics in these plans. Regardless, you can start the year off by being clear on how you calculate your various derivative metrics and make sure that your plan – and the expectations of your board and investors – fit what you are putting out there for the next year. Remember That The Lifetime Value Of A Canceled Customer Is Zero.

Customer-Centric Strategies Win Over Product-Centric

Startup Professionals Musings

Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online.

6 Demand Generation Metrics To Quantify Marketing ROI

Startup Professionals Musings

Hidalgo recommends a focus on engagement stage indicators including customers by channel, conversion ratio, and cost per revenue. Metrics which must be tracked include number of leads, conversion rates by lead stage, velocity, growth rate, and total lead database size.

Demand 185

How to Improve Financial Metrics That Matter

Up and Running

In addition to improving cash levels and earnings, cutting expenses, and reducing debt, companies seeking credit should consider focusing on improving key financial metrics that can best predict default. See Also: The 7 Key Metrics Every Business Owner Should Monitor.

5 Key Growth Metrics Every Enterprise Startup Should Track

YoungUpstarts

For most startups, one of the most exciting and frustrating phases is deciding how to price their offering for their first paying customer. Because of these nuances, startups selling to enterprise customers must be even more diligent in tracking the right growth metrics.

Accounts Receivable Metrics You Should Be Tracking

YoungUpstarts

Below are some key metrics to track when managing accounts receivable and planning to receive payments on invoices: Days Sales Outstanding (DSO). Your customers make up your portfolio of business. How often are customers contacted directly about unpaid invoices?

10 Metrics To Drive Your Annual Business Review

Startup Professionals Musings

Entrepreneurs have no trouble focusing on how to build a product, and the good ones know how to find and nurture those first critical customers. What I’m talking about here is a level of discipline and skill necessary to collect and analyze the relevant business data, known as metrics.

The Top 10 Tools for Tracking Your Web Metrics

Up and Running

Thankfully, there are a number of great tools for tracking your web metrics (both free and paid) that can help you get a better understanding of what your users are doing on your site and even how your competitors are faring in their own online efforts.

Measure Like Tesla: A Fresh Take on Stale Business Metrics

Up and Running

Harvard Business Review recently published an article on how using the same old business metrics can result in missed opportunities for entrepreneurs. Starting a Business entrepreneur Management Managing a Business measurement metrics small business startup Tesla

Startup Metrics

SoCal CTO

A post by Fred Wilson pointed me to Dave McClure's Startup Metrics presentation. Define what you need from a metrics and reporting standpoint. Startup Metrics for Pirates (SeedCamp, Sept 2009) View more documents from Dave McClure.

The 7 Key Metrics Every Business Owner Should Monitor

Up and Running

If you don’t understand your key financial metrics, you have no way of monitoring your business’s health—and you risk mingling assets, incurring penalties for filing taxes late, overlooking expenses, and running into difficulties paying bills and employees, just to mention a few!

The most important metric for Customer Success

Guy Nirpaz

Daily Active Users – DAU is the most important metric for Customer Success and user engagement. When Facebook present their quarterly business results, it is the first metric that is being reported by Facebook on their quarterly call. Making the Metrics Actionable.

6 Critical Marketing Metrics To Nail Today’s Buyers

Startup Professionals Musings

Hidalgo recommends a focus on engagement stage indicators including customers by channel, conversion ratio, and cost per revenue. Metrics which must be tracked include number of leads, conversion rates by lead stage, velocity, growth rate, and total lead database size.

Define Startup Social Media Goals and Metrics Early

Startup Professionals Musings

But very few are talking about how to measure your results, and the right metrics for optimizing your marketing environment. Social media is the realm of public opinion and customer conversations. Measure customer response and action. Get the message from your customer.

The Very Best Digital Metrics For 15 Different Companies!

Occam's Razor

There is no golden metric for everyone, we are all unique snowflakes! :). and tell you what are the best key performance indicators (metrics) for them. In the past I’ve shared a cluster of metrics that small, medium and large businesses can use as a springboard….

Metrics that matter to social platforms (Part 1/3)

Version One Ventures

A few months ago, we wrote about the data we focus on to evaluate marketplaces and later shared a marketplace KPI dashboard that we created to guide founders on the important metrics they should track. Part I: High-Level Metrics.

How To Increase Customer Lifetime Value

YoungUpstarts

Finding ways to increase customer lifetime value isn’t just important to a business — it’s essential. The customer lifetime value (CLV) metric shows you how much your customers like what you provide, whether it’s products or services. Feature Your Customers.

The Most Important Metric for Customer Success – Part 2

Guy Nirpaz

I’ve written recently that MAU and DAU are the most important metrics for Customer Success. For that purpose I will assume that I’m the VP of Customer Success of Google AdWords product. The customers are successful and see value if they get more customers.

Metrics: A double edged sword

The Equity Kicker

Let me start by saying that I’m a massive believer in the power of metrics. However, it’s also true that metrics are not a panacea, with difficulties typically arising when a focus on metrics eclipses the big picture. Over focus on metrics at the expense of meaning, culture and innovation. In startups things move fast, and once you get beyond the high level metrics like sales it is often difficult to get good data, particularly at the very early stages.

Five Recruiting Metrics Every Founder Should Track

View from Seed

But even well-prepared startups that have laid out strategies for scaling can find themselves scrambling in the face of a fast-growing customer base. The resume-to-interview metric is simply a measurement of how many resumes startups review for each person interviewed.

3 Tips For Incorporating The Digital Marketing Metrics You Need

YoungUpstarts

Facebook likes are great if all you’re using to advertise your business is Facebook, but when it comes to truly reaching your target audience and current customers, understanding how every effort translates to income is nearly impossible without clear metrics guiding the way.

10 Key Metrics To Take a Startup to the Next Level

Startup Professionals Musings

Entrepreneurs have no trouble focusing on how to build a product, and the good ones know how to find and nurture those first critical customers. What I’m talking about here is a level of discipline and skill necessary to collect and analyze the relevant business data, known as metrics.

Traction Metrics Seed Real Startup Funding And Growth

Startup Professionals Musings

That should make you wonder - how do you measure traction in a metric? I like his set of action items, and have added a few of my own for measuring early traction leading to growth: Turn initial customer goals into measurable traction metrics.

Sabrina Parsons, ‘Small Business Owners, Start Tracking Your Financial Metrics’

Up and Running

For many small business owners – especially those who have turned a passion or hobby into a business – tracking metrics and numbers is a chore. The most simple financial metrics are the most important to keep track of. Why manage by metrics? What metrics do you track?

Demystifying Churn: Measuring and Benchmarking this Metric

For Entrepreneurs

As every SaaS entrepreneur knows, churn is one of the single most important metrics in determining the day to day health of the business. Acquiring new customers is time and capital intensive, and this growth is meaningless if those customers do not stay. Despite the importance of this metric, measuring, tracking and benchmarking churn often. SaaS Metrics Startup Help churn SaaS SaaS churn

Eight Reasons Why Your Subscription Model Customers May Be Jumping Ship

YoungUpstarts

If you can’t keep the customers who sign up with you, you’re going to quickly find yourself in trouble. I get calls all the time from clients struggling to retain new customers. It can get a potential customer over the credibility hump.

Social Customer Service Metrics: 3 Case Studies

Duct Tape Marketing

Social Customer Service Metrics: 3 Case Studies written by Guest Post read more at Duct Tape Marketing. Well, now 90% of customers are influenced by online reviews. And we all know some customers can be finicky, their opinions arbitrary and skewed.

Why Misunderstanding Startup Metrics Can Cost You Your Business

Both Sides of the Table

There has been a lot of public debate over the past several weeks about whether it’s a good thing to be “gross margin positive” or not and commentary always reminds me that some people at startups don’t quite understand financial metrics or even how to think about which ones are healthy.

Magnificent Mobile Website And App Analytics: Reports, Metrics, How-to!

Occam's Razor

Company UX leaders are happy to stink less by taking the sub-optimal path of responsive design, rather than create a mobile-unique experience (your customers tend to do different things on your desktop site than your mobile site!). The mobile custom report collects three key areas of analysis.

Why vanity metrics are dangerous

Startup Lessons Learned

Lessons Learned by Eric Ries Wednesday, December 23, 2009 Why vanity metrics are dangerous In a previous post, I defined two kinds of metrics: vanity metrics and actionable metrics. In that post, I took it for granted that vanity metrics are bad for you, and focused on techniques for creating and learning from actionable metrics. In this post, Id like to talk about the perils of vanity metrics. My personal favorite vanity metrics is "hits."

Use Milestones and Metrics to Turn Planning into Business GPS

Up and Running

Taking steering one step further, let’s suggest that good planning, with milestones and metrics, is something like steering with the aid of a GPS. Metrics are like dials on the dashboard, indicators of how you’re doing, tracking your progress toward goals.

Is Your Startup Tracking the Right Metrics?

Up and Running

In this webinar, we take time to discuss the different metrics that startups—and established businesses—should be tracking. In terms of pre-purchase, traffic and content metrics. So I’m going to keep going here, “Pre-purchase, the traffic and content metrics.”

Customer Success: The Secret Ingredient For Engagement 

YoungUpstarts

by Robbie Kellman Baxter, author of “ The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue “ In today’s competitive market, customer engagement (or lack thereof) could determine whether your company sinks or swims.

Excellent Analytics Tip #23: Align Hits, Sessions, Metrics, Dimensions!

Occam's Razor

Today's post is about a new problem I'm starting to notice, which only exists because our tools have become so much cooler and handed us so much power: constant mismatching of hit- and session-level metrics and dimensions. What is a metric? ]. What is a metric? ].

How to use metrics and a dashboard

Berkonomics

That’s how you would feel if you ran your company without a dashboard containing relevant metrics that drive your company. Email readers, continue here…] Metrics should be created by you and your managers to measure near real time progress for your enterprise.

Email Marketing: Campaign Analysis, Metrics, Best Practices

Occam's Razor

The message, the customer data, the ability to reach current and prospective customers, drive new sales as well as repeat sales, experiment with new ideas and offers, and so much more. You must use metrics that are unique to the medium. Optimal Acquisition Email Metrics.

The 5 Top Customer Metrics You Need To Track

Duct Tape Marketing

The 5 Top Customer Metrics You Need To Track written by Guest Post read more at Duct Tape Marketing. Metrics are the lifeblood of almost every successful business. Fortunately, the Internet makes collecting metrics remarkably simple. Customer Satisfaction.

Smart Dashboard Modules: Insightful Dimensions And Best Metrics

Occam's Razor

Each shows a unique facet of digital performance, and I've attempted to choose the best dimensions and, for those dimensions, the best possible metrics. The problem is they over-indexed in acquisition (the first five metrics), only had one outcome metric, and no behavior metric.

No wait, of course THAT is the single most important SaaS metric

A Smart Bear: Startups and Marketing for Geeks

The single most important SaaS metric is retention , because cancellations indicate lack of product/market fit, no matter the cause (price, features, severity of need, duration of need). If it cannot be fixed, it means the business is a failure even if other metrics are stellar.

Ad Block Tracking With Google Analytics: Code, Metrics, Reports

Occam's Razor

Setting Google Analytics front end elements (custom dimensions, advanced segments). The code defines a simple plugin and then requires that plugin, passing it the custom dimension index that you'll create to capture ad blocking status. Setup the custom dimension.

The Hierarchy of Metrics

Duct Tape Marketing

The Hierarchy of Metrics written by John Jantsch read more at Duct Tape Marketing. You have money metrics, content metrics, social metrics, conversion metrics, growth metrics, and even a few competitive metrics that all must be considered to understand a complete picture.

The Lean Analytics Cycle: Metrics > Hypothesis > Experiment > Act

Occam's Razor

To win in business you need to follow this process: Metrics > Hypothesis > Experiment > Act. We are far too enamored with data collection and reporting the standard metrics we love because others love them because someone else said they were nice so many years ago.