• 1. 5EveryManagerShouldKnowCustomerMetrics
  • 2. 1 Net Promoter ScoreA measure of how likelya customer is torecommend yourbusiness to theirfriends.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 3. 2 Customer ProfitabilityA measure of how howmuch profit a customer (ora group of customers) aremaking the business.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 4. 3 Customer RetentionMeasures loyalty, or howsuccessful you areretaining your existingcustomers.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 5. 4 Conversion RateMeasures how well youare turning prospects intoactual customers.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 6. 5 Relative Market ShareMeasures your share of acustomer market relativeto your competitors.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 7. For more on the topic, check out myLinkedIn Influencer blog:BLOG© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 8. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 9. Order Options:• Amazon US• Amazon UK• Barnes & Noble• Pearson© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 10. AboutThis overview was put together byBernard Marr,Founder and CEO of the Advanced Performance Institute.Bernard Mar is a bestselling business author, keynote speaker, strategicperformance consultant, and analytics, KPI & Big Data guru. He helpscompanies with their big data strategies and trains teams to better leverage datain their companies.Read Bernard’s blogs:• LinkedIn Influencer BlogConnect with Bernard on:• LinkedIn• Twitter• Advanced Performance Institute© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
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    5 Customer Metrics Every Manager Should Know

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    Describes the 5 most important customer, sales and marketing KPIs every manager should know.
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    • 1. 5EveryManagerShouldKnowCustomerMetrics
  • 2. 1 Net Promoter ScoreA measure of how likelya customer is torecommend yourbusiness to theirfriends.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 3. 2 Customer ProfitabilityA measure of how howmuch profit a customer (ora group of customers) aremaking the business.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 4. 3 Customer RetentionMeasures loyalty, or howsuccessful you areretaining your existingcustomers.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 5. 4 Conversion RateMeasures how well youare turning prospects intoactual customers.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 6. 5 Relative Market ShareMeasures your share of acustomer market relativeto your competitors.© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 7. For more on the topic, check out myLinkedIn Influencer blog:BLOG© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 8. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 9. Order Options:• Amazon US• Amazon UK• Barnes & Noble• Pearson© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 10. AboutThis overview was put together byBernard Marr,Founder and CEO of the Advanced Performance Institute.Bernard Mar is a bestselling business author, keynote speaker, strategicperformance consultant, and analytics, KPI & Big Data guru. He helpscompanies with their big data strategies and trains teams to better leverage datain their companies.Read Bernard’s blogs:• LinkedIn Influencer BlogConnect with Bernard on:• LinkedIn• Twitter• Advanced Performance Institute© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
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