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5 
Every 
Manager 
Should 
Know 
Customer 
Metrics
1 Net Promoter Score 
A measure of how likely 
a customer is to 
recommend your 
business to their 
friends. 
© 2014 Berna...
2 Customer Profitability 
A measure of how how 
much profit a customer (or 
a group of customers) are 
making the business...
3 Customer Retention 
Measures loyalty, or how 
successful you are 
retaining your existing 
customers. 
© 2014 Bernard Ma...
4 Conversion Rate 
Measures how well you 
are turning prospects into 
actual customers. 
© 2014 Bernard Marr, Advanced Per...
5 Relative Market Share 
Measures your share of a 
customer market relative 
to your competitors. 
© 2014 Bernard Marr, Ad...
For more on the topic, check out my 
LinkedIn Influencer blog: 
BLOG 
© 2014 Bernard Marr, Advanced Performance Institute,...
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
Order Options: 
• Amazon US 
• Amazon UK 
• Barnes & Noble 
• Pearson 
© 2014 Bernard Marr, Advanced Performance Institute...
About 
This overview was put together by 
Bernard Marr, 
Founder and CEO of the Advanced Performance Institute. 
Bernard M...
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5 Customer Metrics Every Manager Should Know

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Describes the 5 most important customer, sales and marketing KPIs every manager should know.

Published in: Leadership & Management
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5 Customer Metrics Every Manager Should Know

  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.

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