Main Takeaways: -Key differences b/w the two business models. -Identify the right KPIs for each business model. -Evolve KPIs to meet the changing business needs.

1. B2B vs B2C KPI Metrics by NBC Product
Leader
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5. B2B vs B2C KPI Metrics
Yashaswi Devaru

6. About Me
Current
NBCUniversal Product Manager, GMO Products & Services (B2C)
Delivered products and services to manage customer rights on digital TVE
and Peacock streaming app.
Past
Sagitec Solutions Product Owner (B2B)
Pension Administration software for Public and Private retirement organizations.
Vitech Systems grp Sr. Solutions Analyst (B2B)
Financial administration, Life Insurance management, Pension administration
software.
Shipping business and consumer focused products to drive revenue and
growth

7. AGENDA
Ø Key difference between B2B and
B2C business models
Ø Right KPIs (Key Performance
Indicators) for these business models
Ø Evolve the KPIs to meet the changing
business needs
Ø Conclusion

8. B2B Model Ø Company selling a service or product to another
company to support their customers.
Ø Focus is on professional buyer persona
Ø Typically have a much smaller user base
Ø Industry experts

9. B2C Model Ø Company selling a service or product to a consumer
Ø Focus is on individual user persona
Ø Typically have much larger user base
Ø Experimentation and Data Analysis

10. Business
Marketing
Strategies

11. B2B Business KPIs
Business Objectives and goals must be clear to define the right KPIs
Customer acquisition costs
Reduce time-cost
Macro-level goals i.e., Revenue and
Profits
Lead Funnel Performance
Total Sales Volume
Return on Investment of sales
campaign / marketing
Customer Satisfaction
Reality check
Referrals/ Leads
Customer Lifetime Value
Customer Segmentation
High Value Customer analysis

12. B2C Business KPIs
Digital Growth
Social Engagements
Conversion Rate
Customer Retention & Loyalty
Customer Churn Rate

13. Need to Evolve
KPIs
Changing business needs
New Product lines or expansion
overseas
Client/Customer behaviors
Product Life Span

14. Tips to Evolve
KPIs
Ø Understand Product Life Cycle
Ø Limit your focus to 5 indicators or metrics
or less at each level of the organization
Ø Cascade indicators from corporate goals
Ø Leading verses Lagging indicators
Ø Have metrics that both Operations and
Maintenance share accountability
Ø Think about unintentional consequences
Plan, Think and manage your way to better KPIs

15. CONCLUSION
Ø KPIs are critical for every organization and business.
Ø Different Business Models require different set of
KPIs to monitor success of their products and
services.
Ø KPIs aren’t constant, they keep evolving.

16. THANK YOU

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