The document discusses 5 key customer metrics that every manager should know: 1) Net Promoter Score, which measures customer recommendations; 2) Customer Profitability, which measures how much profit each customer generates; 3) Customer Retention, which measures loyalty and retention of existing customers; 4) Conversion Rate, which measures acquiring new customers from prospects; and 5) Relative Market Share, which measures a company's share compared to competitors. The document was created by Bernard Marr to help companies better understand and leverage customer data.

1. 5
Every
Manager
Should
Know
Customer
Metrics

2. 1 Net Promoter Score
A measure of how likely
a customer is to
recommend your
business to their
friends.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

3. 2 Customer Profitability
A measure of how how
much profit a customer (or
a group of customers) are
making the business.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

4. 3 Customer Retention
Measures loyalty, or how
successful you are
retaining your existing
customers.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

5. 4 Conversion Rate
Measures how well you
are turning prospects into
actual customers.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

6. 5 Relative Market Share
Measures your share of a
customer market relative
to your competitors.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

7. For more on the topic, check out my
LinkedIn Influencer blog:
BLOG
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

8. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

9. Order Options:
• Amazon US
• Amazon UK
• Barnes & Noble
• Pearson
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

10. About
This overview was put together by
Bernard Marr,
Founder and CEO of the Advanced Performance Institute.
Bernard Mar is a bestselling business author, keynote speaker, strategic
performance consultant, and analytics, KPI & Big Data guru. He helps
companies with their big data strategies and trains teams to better leverage data
in their companies.
Read Bernard’s blogs:
• LinkedIn Influencer Blog
Connect with Bernard on:
• LinkedIn
• Twitter
• Advanced Performance Institute
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.