28. Revenue and Business Development Length of Sales Cycle Repeat Customers Customer Retention Rate New Leads Referrals Transaction Value Customer Lifetime Value Conversions (subscribers to sales) Website purchases Organic search > sales % of converted leads (offline vs. online)
29. Cost Savings Shorter Issue Resolution Time % of issues resolved online vs. offline Decrease in support calls Recruiting costs Training costs % of Account Turnover Overhead Costs of Communication Viable Community-Driven Innovation Concept-to-Development Cycle
30. Value Awareness & Influence Brand Loyalty Sentiment Share of Conversation Frequency of Mentions Net Promoter Score Subscribers Engagement Levels Inbound Links Votes, Tags, Bookmarks Fans, Followers, Group Members