9. MEASURE ACROSS THE CUSTOMER LIFECYCLE
Adoption
Enable the customer
Acquisition
Create the customer
Retention
Keep the customer
10. CLASSES OF METRICS
Business Performance
• Measure the performance of your
business model
• Align resources to tackle key issues
for business growth
• For board meetings and strategy
sessions
• PM: Define product roadmap
Engagement
• Measure the behaviors of your
customers
• Identify areas for improvements
• For product planning & design
sessions
• PM: Prioritize, scope, define features
11. Acquisition
New-signups
o New visitors
o Watched intro video
o Signup form
Adoption
Number-Activated
followed 3+ people
o Setup profile
o Followed
o Tweeted
Retention
Monthly-uniques
returning users after 30days
o Native app users
o Mobile users
o Tweets/day
o Followers/user
EXAMPLE I Twitter
12. EXAMPLE II
Marketing automation software
Acquisition
New Customers
New Revenue
o Registered users
o Product tour
completions
Adoption
30day onboarding
% customers activated 30-days
after contract is signed
o Data upload
o Test campaigns
o Invite team
Retention
Churn
% of cancellations from
contracts up for renewal
o Using lead scoring
o Using shared calendar
o Lead DB size
o Campaigns
17. READ MORE…
Dave Mclure – AARRR Metrics for startups
http://www.slideshare.net/dmc500hats/startup-metrics-for-pirates-long-version
David Skok – SaaS Metrics 2.0
http://www.forentrepreneurs.com/saas-metrics-2/
Christoph Janz – A Dashboard for SaaS startup
http://blog.totango.com/2013/12/guest-blog-a-kpi-dashboard-for-early-stage-saas-startups/
Alistair Croll - Lean Analytics (Google Ventures)
https://www.gv.com/lib/lean-analytics
18. THANKS!
/Oren
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