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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.
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© 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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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.

Published in: Leadership & Management
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