This page includes a selection of key performance indicators (KPIs) and metrics you can track with Business Analyze.

These are just a few of the measurements that can drive success.

With the right performance measures you can better understand:

  • what are strong or weak points along the customer journey
  • which activities lead to results
  • where there is bottlenecks or extra capacity in a process
  • how satisfied or effective you are and where there is room for improvement  (e.g. score, satisfaction level, engagement etc.)

We recommend you start with one or two of the most important company-wide KPIs. You can add department-specific KPIs and metrics afterwards.

The ultimate goal is to have an 360 degree view of your business and customers – on demand.

If your KPIs or metrics have changed since last year or you have new target values, remember to update these in Business Analyze. With clear targets you can track track actual performance versus target, see gaps and keep everyone focused.

Company Key Performance Indicators (KPIs)

  • Total sales revenues and volumes (per rep, product, customer segment, account)
  • Sale revenues and forecast per channel or partner
  • New sales versus upsale/expansion
  • Net profit margin
  • Gross profit margin
  • Invoiced amount (per period/account/partner)
  • Invoices outstanding
  • EBIT /EBITDA
  • Capacity utilization rates
  • Productivity
  • No. of employees
  • Employee engagement
  • Customer churn/retention rates

Sales KPIs

  • Total sales revenues and volumes (per product, customer segment, account)
  • Sales per channel/partner
  • New sales versus upsale/expansion
  • No. of activities completed (e.g. meetings, demos, offers sent)
  • Sales pipeline metrics (lead requirements, conversions, amount per stage)
  • Sales velocity metrics (win rate, average sales length, average size etc.)
  • Average discount rate

Support and Service

  • Total no. of requests
  • Request per type/category
  • Handling time per stage
  • Average close time
  • Most visited web pages/support pages

Customer Experience

  • Net promoter score (NPS)
  • Customer satisfaction scores
  • Customer feedback  (eg. ongoing survey results, scores and deviation)

How to choose the right ones

Choosing the right KPIS or metrics can be tricky. Too many and it’s overwhelming, too few and you might be missing information you need to improve.

We recommend the following process:

  • Define one or two overall measurable company goals and monitor performance relative to the target.
  • Ask yourself: What activities or processes are important to reaching point 1? List these for each department. Don’t forget where processes overlap between departments and handoff points.
  • Pick out the ones that are most important and make data visible on dashboards
  • Make dashboards visible in meetings and presentations to keep up focus

Want to learn about industry best practices or refine your KPIs? Book a KPI workshop at info@businessanalyze.com