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5 Every Manager Should Know Customer Metrics


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1 Net Promoter Score A measure of how likely a customer is to recommend your business to their friends. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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2 Customer Profitability A measure of how how much profit a customer (or a group of customers) are making the business. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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3 Customer Retention Measures loyalty, or how successful you are retaining your existing customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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4 Conversion Rate Measures how well you are turning prospects into actual customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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5 Relative Market Share Measures your share of a customer market relative to your competitors. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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For more on the topic, check out my LinkedIn Influencer blog: © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved. BLOG


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© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved. Order Options: Amazon US Amazon UK Barnes & Noble Pearson


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About This overview was put together by Bernard Marr, Founder and CEO of the Advanced Performance Institute. Bernard Mar is a bestselling business author, keynote speaker, strategic performance consultant, and analytics, KPI & Big Data guru. He helps companies with their big data strategies and trains teams to better leverage data in their companies. Read Bernard’s blogs: LinkedIn Influencer Blog Connect with Bernard on: LinkedIn Twitter Advanced Performance Institute © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.


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