How to Measure What Matters:
What is a KPI and what makes a good one?
Who should be involved in data driven decision making in your business?
What tools do you need to start being data-driven?
What should you measure?
Next Steps & Best Practices
Having data doesn't solve any business problem. Finding actionable insights and stories and implementing them to optimize business processes does.
This presentation was created by Sundeep Reddy Mallu for a virtual session with people at Indian School of Business (ISB) - Institute of Data Science.
The slides talk about how to create data stories and what parameters to keep in mind while creating one. With real-time case-studies and use cases of data storytelling, this presentation talks about how business leaders can identify Big, Useful, and surprising insights from big data sets.
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In general, Analytics help you leverage investments that you have done already in your IT investments, on ERP, on CRM systems, on sales
force automation systems, and on all
the data collection that you put in
place.
Unfortunately, reality isn’t that
straightforward. It’s still a struggle
for most companies to drive valuable
insight into the data they have.
Having data doesn't solve any business problem. Finding actionable insights and stories and implementing them to optimize business processes does.
This presentation was created by Sundeep Reddy Mallu for a virtual session with people at Indian School of Business (ISB) - Institute of Data Science.
The slides talk about how to create data stories and what parameters to keep in mind while creating one. With real-time case-studies and use cases of data storytelling, this presentation talks about how business leaders can identify Big, Useful, and surprising insights from big data sets.
Harvesting the value from Advanced AnalyticsJaap Vink
In general, Analytics help you leverage investments that you have done already in your IT investments, on ERP, on CRM systems, on sales
force automation systems, and on all
the data collection that you put in
place.
Unfortunately, reality isn’t that
straightforward. It’s still a struggle
for most companies to drive valuable
insight into the data they have.
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The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
“You can download this product from SlideTeam.net”
Analyse the human behavior trend to increase the effectiveness of products and services for the consumers. Use professionally designed content-ready Customer Insight PowerPoint Presentation Slides for the better understanding of consumer buying behavior to increase sales. Collect the required information about the customers to acquire, develop and retain customers. Incorporate ready-made customer insight PPT presentation slideshow to comprehend the customer’s choice for their favourite brand, their mindsets, motivations, moods, desires, aspirations, etc. This deck comprises of templates such as research methodology, consumer insight assumptions, need for consumer insights, key statistics, data collection and processing, consumer insight capabilities, consumer insight components, consumer insight characteristics, consumer insight key elements, YouTube analytics, google audience retention tool, google trends, google analytics, consumer insight maturity matrix, consumer engagement principles, etc. These templates are editable. Change color, text, icon, and font size as per your need. Add or remove content, if needed. Get access to the ready-made customer insight PowerPoint templates to connect the interests of the consumer with features of the brand. Advise folks on how to decide correctly with our Customer Insight Powerpoint Presentation Slides. Be able to guide the injudicious. https://bit.ly/3Bo87wP
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
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The aim is to embed an end-to-end data driven approach to cleint engagement across all sales lines based on a prototype methodology that has undergone 4 iterations with significant user-led enhancements over 2 years in a pilot business unit.
The framework aggregates and collates data across a wide range of sources, integrates and delivers sales focussed insight back to end users. It uses both standard analytics models as well as innovateive sales expertise codification to rank clients for 'next best customer' selection.
Results consistently show that the data-driven approach delivers 4x the average lead conversion rate for traditional approaches within a sales environment and that 80% of new business opportunities come from clients and offerinsg that lie outside traditional 'hunting' approaches.
In doing so, the sales team reduce the risk within business forecasting by identifying and winning leads outside the traditional 'top' customers where sales tend to continually farm for revenue.
Challenges to service designers for the year ahead. Themes mapped across the customer journey that ask how things could work together better to save time.
Measuring Success introduces nonprofit professionals to proven techniques on how to move from anecdotal to data-driven decision making and steer your organization to success. Gain insights on how to focus your limited organizational time and energies on the issues that are supported by data instead of anecdotes. Learn techniques for using data to track and measure progress over time, report impact to stakeholders, and manage toward success.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
“You can download this product from SlideTeam.net”
Analyse the human behavior trend to increase the effectiveness of products and services for the consumers. Use professionally designed content-ready Customer Insight PowerPoint Presentation Slides for the better understanding of consumer buying behavior to increase sales. Collect the required information about the customers to acquire, develop and retain customers. Incorporate ready-made customer insight PPT presentation slideshow to comprehend the customer’s choice for their favourite brand, their mindsets, motivations, moods, desires, aspirations, etc. This deck comprises of templates such as research methodology, consumer insight assumptions, need for consumer insights, key statistics, data collection and processing, consumer insight capabilities, consumer insight components, consumer insight characteristics, consumer insight key elements, YouTube analytics, google audience retention tool, google trends, google analytics, consumer insight maturity matrix, consumer engagement principles, etc. These templates are editable. Change color, text, icon, and font size as per your need. Add or remove content, if needed. Get access to the ready-made customer insight PowerPoint templates to connect the interests of the consumer with features of the brand. Advise folks on how to decide correctly with our Customer Insight Powerpoint Presentation Slides. Be able to guide the injudicious. https://bit.ly/3Bo87wP
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
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Design, lead and implement framework to harness enterprise, organisational and external data to create a data driven territory management programme for IBM Digital Sales Europe.
The aim is to embed an end-to-end data driven approach to cleint engagement across all sales lines based on a prototype methodology that has undergone 4 iterations with significant user-led enhancements over 2 years in a pilot business unit.
The framework aggregates and collates data across a wide range of sources, integrates and delivers sales focussed insight back to end users. It uses both standard analytics models as well as innovateive sales expertise codification to rank clients for 'next best customer' selection.
Results consistently show that the data-driven approach delivers 4x the average lead conversion rate for traditional approaches within a sales environment and that 80% of new business opportunities come from clients and offerinsg that lie outside traditional 'hunting' approaches.
In doing so, the sales team reduce the risk within business forecasting by identifying and winning leads outside the traditional 'top' customers where sales tend to continually farm for revenue.
Challenges to service designers for the year ahead. Themes mapped across the customer journey that ask how things could work together better to save time.
Measuring Success introduces nonprofit professionals to proven techniques on how to move from anecdotal to data-driven decision making and steer your organization to success. Gain insights on how to focus your limited organizational time and energies on the issues that are supported by data instead of anecdotes. Learn techniques for using data to track and measure progress over time, report impact to stakeholders, and manage toward success.
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Website: https://pacamp.org
Youtube: https://www.youtube.com/channel/UCeHtPZ_ZLZ-nHFMUCXY81RQ
FB: https://www.facebook.com/pacamporg
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Dan McGaw, Director of Marketing KISSmetrics @danielmcgaw
Puja Ramani, Director of Product Management & Analytics Gainsight @pramani #customersuccess #KISSwebinar
1 The Case for User Analytics, 2 Making User Analytics Actionable, 3 Realizing ROI
We Have Entered The Age Of The Customer
Customer data is everywhere
Welcome to our world of Customer Analytics.
How it works (it’s simple and powerful)
Your customer is at the heart of KISSmetrics
How effective is my signup process?
“You can’t maximize your revenue and profit unless you are tracking the lifetime value of each of your customers. And that’s what KISSmetrics does better than anyone else.” !! — Thomas (Zappos).
Which of my marketing channels has the highest ROI?
What do my customers do before they sign up?
Are customers coming back on a regular basis?
Making User Analytics Actionable
We all know a data driven world is inevitability
We track everything from our health to our homes to our children
We have more data about our customers than ever before
So what’s stopping us?
38% of companies are not able to communicate and interpret customer analytics results.
54% can’t integrate and manage all their data sources.
The four pillar approach is your roadmap to ROI
People Objective Strategy Technology
So what can you do?
Data Science Alert Rules and Playbooks Confirm Intuition
Blend with other data sources to discover insights
Score customer health using usage data
Have one view of all your customers
Fire off tasks or outreach based on usage
Take action on early warnings and manage each event
Consistently collaborate to keep customer relationships healthy
Who’s getting ROI from usage data?
Reduce Churn
THANK YOU
Dan McGaw, Director of Marketing KISSmetrics @danielmcgaw
Puja Ramani, Director of Product Management & Analytics Gainsight @pramani
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2. Content
Data, not just for data scientists!
Tools of the data trade.
What should you measure?
Now what?
Next Steps & Best Practices
What is a KPI?
01
02
03
KPI stands for Key Performance Indicator,
but what is that and what makes a good
one?
Who in your organization should be
involved in being data driven and how?
What tools, processes and
foundations do you need to start being
data driven?
Just because you CAN measure something
doesn’t mean it’s important –and how do you
measure people?
So much data, so little time! How do we know
what to do based on the data, or now that we’re
data-driven how do we make decisions if we don’t
have data?
A quick checklist to see where you are in
becoming a data driven person, department
and company!
04
05
06
2
4. Key Performance
Indicators (KPI)
A measurable value which
indicates how a company is
performing as related to
defined, measurable, business
goals.
Vanity Metrics
Measurable values which
are not tied to overarching
business goals.
4
5. Hard KPIs
Hard KPIs are generally
KPIs that are wholly
controlled within the system
or business.
Soft KPIs
Generally have an external or
subjective element; any KPI
that has an element of
“experience” “satisfaction”
“perception” “sentiment”
scores are soft KPIs.
5
10. Show Your Work “Data
Democratization”
Transparency and access reinforce the value of
the metrics, if you hide some metrics or manager
metrics or financial metrics you devalue all
KPIs.
Magic Number Three
No one should be responsible for more
than three metrics / KPIs. The fewer the
better.
Money Talks
If you want people to pay attention to KPIs, tie their
compensation to them.
TeamStats
10
Data Governance
Create policies on how to use data, how to keep it
safe, how do you track changes to data, how and
when to audit models and reporting methods, etc
11. If you have leaders that regularly (and publicly) make
decisions on gut feels, intuition or that go against the
data they have, without good rationalizations.
(Especially if those decisions don’t always turn out
well.) Your team wont value data either – or even try
to.
BUY
IN
Leaders should set
the example
11
12. Reviews
Even if your
organization isn’t
data driven – you can
and should be, for
your own sake.
When it comes to reviews, promotions,
job hunts and interviews if you can
show unequivocally how your efforts
moved the needle in relevant ways you
can truly articulate your value to an
organization.
12
14. Figure out what is important, what 1-3
metrics can you measure, that are not
vanity and mostly hard KPIs? Define
them; what’s the number and how do
you get it?
How are you performing now (or
historically), don’t base against the
ideal, base your actual
performance over time or projects,
etc.
The
Beginning
14
Define KPIs Capture Baseline
15. A benchmark is an external
metric you are comparing
against
A baseline is an internal metric
you are comparing against
Source
Don’t you mean
benchmark?
15
16. Can use Benchmark
Not ideal because rarely do the
same conditions exist everywhere
Absolute or Variable Target?
May be unrealistic and can
Shortchange yourself if you can
exceed, consider incremental %
change, x over x.
GoalSetting
Change Performance Target
Shift baseline to new level (new
threshold for expected
performance)
Performance Standard
Define the quality of the work
contributing to the KPI
16
17. Time for
planning
Investment
17
Time for analysis
& reporting
Time & budget for
training
If you’re sitting there saying this is a lot, I hardly have time for my own job… now
advocate for time (or staff) & budget.
Budget for
tools
19. OneTruth
…that there is “one point
of truth” that everyone
agrees is the truth.
IT IS
IMPORTANT
19
20. WHAT DATA CAN’T DO
Data can’t make decisions for you.
People need to interpret the data then
decide on steps forward.
NowWhat
20
21. Go Big or … Go Small
When making decisions based on data you can go big – but you can also
go small; try small changes and iterate depending on the change
Fight Fear With Numbers
Humans are notorious for fighting against change but they usually can’t
argue with numbers, use your data to support change
Decisions
21
24. I see so many companies focus data
efforts in one area (usually front line)
eg call centres all on call stats (but no
management, finance, satisfaction
scores, etc), Ecommerce (marketing,
sales but not production, logistics,
development, management),
Remember your KPIs on the other
side of the funnel; everyone seems
to be in support of marketing and to
some extent sales bearing the
burden of being data driven but what
about after you convert that sale?
Decide
24
Divergent Data Funnel to Hour Glass
25. Working capital, Operating cash
flow, Return on equity, Debt to
equity ratio, Inventory turnover,
Accounts receivable turnover,
Gross profit margin
Finance
Healthcare
Inpatient mortality rate, Bed
turnover, Readmission rate,
Average length of stay, Patient
satisfaction, Total operating
margin, Average cost per
discharge, Cash receipt to bad
debt, Claims denial rate
Product
Product related tickets
Customer satisfaction
Usage statistics (SaaS
products)
Customer acquisition cost,
Conversion rate of a particular
channel, Percentage of leads
generated from a particular channel,
Customer Churn, Dormant
customers, Average spend per
customer
Marketing
Retail
Gross margin (as a percentage of
selling price), Inventory turnover,
Sell-through percentage, Average
sales per transaction, Percentage
of total stock not displayed
R&D
Number of bugs, Length of
development cycle, App
usage
Examples
25
26. Bad
Examples Loans
1 2Netflix
A loan broker’s biggest product is
selling loans. It has a great team of
salesmen and they get bonuses
based on how many loans they sell
(Volume). The sales staff is highly
motivated to sell loans to anyone
and they will, in turn, sell many bad
loans that the bank will not collect,
and this will hurt profitability. –
Alejandro Martinez
Netflix awarded a $1 million prize to
a developer team in 2009 for an
algorithm that increased the
accuracy of the company's
recommendation engine by 10
percent. But it doesn't use the
million-dollar code and has no plans
to implement it in the future – the
cost to implement was too high and
didn’t align with all goals.
26
30. 30
Analyze data, decide what to do - small
changes
Identify your data – baseline & one source of
truth
Confirm your goals (company /
individual)Define your KPIs (max 3)
NextSteps
Use data to “sell” and manage change
Set audit schedule (goals, data, models,
You need a strategy to meet those business goals and within that you can start to find your KPIs
If you try to prioritize too many things, you prioritize nothing.
If everyone has access to data from the start they can spend more time USING the data and less time looking for data
Internally use real numbers, externally use % change – write a case study for yourself!
Common error is define the KPIs and then set a target (without capturing a baseline) which is problematic because you don’t know how realistic the target is and you don’t know if falling short is a performance error or target issue and you don’t know if achieving is performance or target setting either.
Nothing wrong with Excel
Most modern software has analytics dashboard built in
For KPIs that draw from various data sources or multiple KPIs you want to see in one space try a dashboard software like Tableau, Sisense or Klipfolio
Numbers are useless in a vacuum you need to tie different bits of data together to see how they impact each other eg if I change this number here, what does it change over here?
Visualizing your data helps highlight patterns, trends and anomalies – it’s also just easier for most people to understand so even if you’re using Excel figure out how to get those tables into charts!
People
Netflix notes that it does still use two algorithms from the team that won the first Progress Prize for an 8.43 percent improvement to the recommendation engine
Count what is countable, measure what is measurable, and what is not measurable, make measurable.
Expert program management
Critical to success .com