1. Monthly Recurring Revenue (MRR):
Formula: \( \text{MRR} = \text{Sum of all monthly recurring subscription fees} \)
Example: If a company has 100 customers each paying $50 per month, the MRR is: \( \text{MRR} = 100 \times $50 = $5,000 \)
2. Annual Recurring Revenue (ARR):
Formula: \( \text{ARR} = \text{MRR} \times 12 \)
Example: If the MRR is $5,000, the ARR is: \( \text{ARR} = $5,000 \times 12 = $60,000 \)
3. Customer Acquisition Cost (CAC):
Formula: \( \text{CAC} = \frac{\text{Total sales and marketing costs}}{\text{New customers acquired}} \)
Example: If the total sales and marketing costs are $500,000 and 500 new customers are acquired: \( \text{CAC} = \frac{$500,000}{500} = $1,000 \)
4. Customer Lifetime Value (LTV):
Formula: \( \text{LTV} = \frac{\text{Average Revenue per User} \times \text{Gross Margin \%}}{\text{Customer Churn Rate \%}} \)
Example: If the average revenue per user (ARPU) is $100, the gross margin is 75\%, and the customer churn rate is 5\%: \( \text{LTV} = \frac{$100 \times 75\%}{5\%} = \frac{$100 \times 0.75}{0.05} = $1,500 \)
5. Churn Rate:
Formula: \( \text{Churn Rate} = \left( \frac{\text{Customers lost in a period}}{\text{Customers at the start of the period}} \right) \times 100\% \)
Example: If 20 customers are lost in a month and there were 200 customers at the start of the month: \( \text{Churn Rate} = \left( \frac{20}{200} \right) \times 100\% = 10 \% \)
6. Net Revenue Retention (NRR):
Formula: \( \text{NRR} = \frac{\text{Revenue at end of period} + \text{Expansion Revenue} – \text{Contraction Revenue} – \text{Churned Revenue}}{\text{Revenue at start of period}} \)
Example: If the revenue at the end of the period is $120,000, expansion revenue is $20,000, contraction revenue is $5,000, churned revenue is $15,000, and the revenue at the start of the period is $100,000: \( \text{NRR} = \frac{$120,000 + $20,000 – $5,000 – $15,000}{$100,000} = \frac{$120,000 + $20,000 – $20,000}{$100,000} = 1.2 = 120\% \)
7. Lead-to-Customer Conversion Rate:
Formula: \( \text{Lead-to-Customer Conversion Rate} = \left( \frac{\text{New customers in a period}}{\text{Total leads in the same period}} \right) \times 100\% \)
Example: If there are 50 new customers in a period and 500 total leads: \( \text{Lead-to-Customer Conversion Rate} = \left( \frac{50}{500} \right) \times 100\% = 10\% \)
8. Average Revenue per User (ARPU):
Formula: \( \text{ARPU} = \frac{\text{Total MRR}}{\text{Total number of paying customers}} \)
Example: If the total MRR is $5,000 and there are 100 paying customers: \( \text{ARPU} = \frac{$5,000}{100} = $50 \)
9. Gross Margin:
Formula: \( \text{Gross Margin} = \left( \frac{\text{Revenue} – \text{Cost of Goods Sold}}{\text{Revenue}} \right) \times 100\% \)
Example: If the revenue is $100,000 and the cost of goods sold is $25,000: \( \text{Gross Margin} = \left( \frac{$100,000 – $25,000}{$100,000} \right) \times 100\% = \left( \frac{$75,000}{$100,000} \right) \times 100\% = 75\% \)
10. Payback Period:
Formula: \( \text{Payback Period} = \frac{\text{CAC}}{\text{ARPU} \times \text{Gross Margin \%}} \)
Example: If the CAC is $1,000, the ARPU is $50, and the gross margin is 75\%: \( \text{Payback Period} = \frac{$1,000}{$50 \times 75\%} = \frac{$1,000}{$50 \times 0.75} = \frac{$1,000}{$37.50} = 26.67 \text{ months} \)
11. Expansion Revenue:
Formula: \( \text{Expansion Revenue} = \text{Sum of all additional revenue generated from existing customers during a period} \)
Example: If a company generates an additional $50,000 from upselling and cross-selling to existing customers in a month: \( \text{Expansion Revenue} = $50,000 \)
12. Contraction Revenue:
Formula: \( \text{Contraction Revenue} = \text{Sum of all revenue lost from existing customers during a period} \)
Example: If a company loses $10,000 in revenue due to downgrades and cancellations by existing customers in a month: \( \text{Contraction Revenue} = $10,000 \)
13. Net Promoter Score (NPS):
Formula: \( \text{NPS} = (\text{Percentage of promoters} – \text{Percentage of detractors}) \times 100\% \)
Example: If 70\% of customers are promoters and 20\% are detractors: \( \text{NPS} = (70\% – 20\%) \times 100\% = 50\% \)
14. Active Users:
Formula: \( \text{Active Users} = \text{Count of users who have used the product within the specified time frame} \)
Example: If 1,000 users have used the product in the past month: \( \text{Active Users} = 1,000 \)
15. Customer Success Score (CSS):
Formula: \( \text{CSS} = \text{Combined score based on chosen key performance indicators (KPIs)} \)
Example: If a company combines customer satisfaction, product usage, and support response time to form a CSS and the scores are 80, 70, and 90 respectively: \( \text{CSS} = \frac{80 + 70 + 90}{3} = 80 \)
16. Time-to-Value (TTV):
Formula: \( \text{TTV} = \text{Time from customer signup to the point of value realization} \)
Example: If it takes 30 days from signup for a customer to realize the value of the product: \( \text{TTV} = 30 \text{ days} \)
17. Sales Efficiency:
Formula: \( \text{Sales Efficiency} = \frac{\text{New ARR}}{\text{Sales and marketing costs}} \)
Example: If a company generates $200,000 in new ARR and spends $100,000 on sales and marketing: \( \text{Sales Efficiency} = \frac{$200,000}{$100,000} = 2 \)
18. Qualified Lead Velocity Rate (QLVR):
Formula: \( \text{QLVR} = \left( \frac{\text{Qualified leads this month} – \text{Qualified leads last month}}{\text{Qualified leads last month}} \right) \times 100\% \)
Example: If there are 400 qualified leads this month and 300 qualified leads last month: \( \text{QLVR} = \left( \frac{400 – 300}{300} \right) \times 100\% = \left( \frac{100}{300} \right) \times 100\% = 33.33\% \)
19. Product Usage Rate:
Formula: \( \text{Product Usage Rate} = \left( \frac{\text{Customers using the feature}}{\text{Total customers}} \right) \times 100\% \)
Example: If 150 out of 500 customers use a specific feature: \( \text{Product Usage Rate} = \left( \frac{150}{500} \right) \times 100\% = 30\% \)
20. Logo Churn Rate:
Formula: \( \text{Logo Churn Rate} = \left( \frac{\text{Unique customers lost in a period}}{\text{Unique customers at the start of the period}} \right) \times 100\% \)
Example: If 15 unique customers are lost in a month and there were 300 unique customers at the start of the month: \( \text{Logo Churn Rate} = \left( \frac{15}{300} \right) \times 100\% = 5\% \)
21. Product Adoption Rate:
Formula: \( \text{Product Adoption Rate} = \left( \frac{\text{Customers who have adopted the product or feature}}{\text{Total customers}} \right) \times 100\% \)
Example: If 200 out of 1,000 customers have adopted a new product feature: \( \text{Product Adoption Rate} = \left( \frac{200}{1,000} \right) \times 100\% = 20\% \)
22. Upsell/Cross-sell Conversion Rate:
Formula: \( \text{Upsell/Cross-sell Conversion Rate} = \left( \frac{\text{Customers who upsell or cross-sell}}{\text{Total customers}} \right) \times 100\% \)
Example: If 50 out of 500 customers make an upsell or cross-sell purchase: \( \text{Upsell/Cross-sell Conversion Rate} = \left( \frac{50}{500} \right) \times 100\% = 10\% \)
23. Sales Win Rate:
Formula: \( \text{Sales Win Rate} = \left( \frac{\text{Closed deals}}{\text{Total opportunities}} \right) \times 100\% \)
Example: If there are 30 closed deals out of 150 total opportunities: \( \text{Sales Win Rate} = \left( \frac{30}{150} \right) \times 100\% = 20\% \)
24. Sales Quota Attainment:
Formula: \( \text{Sales Quota Attainment} = \left( \frac{\text{Sales representatives who meet quota}}{\text{Total sales representatives}} \right) \times 100\% \)
Example: If 8 out of 20 sales representatives meet their quota: \( \text{Sales Quota Attainment} = \left( \frac{8}{20} \right) \times 100\% = 40\% \)
25. First Contact Resolution Rate:
Formula: \( \text{First Contact Resolution Rate} = \left( \frac{\text{Inquiries resolved on first contact}}{\text{Total inquiries}} \right) \times 100\% \)
Example: If 400 out of 500 inquiries are resolved on the first contact: \( \text{First Contact Resolution Rate} = \left( \frac{400}{500} \right) \times 100\% = 80\% \)
26. Trial-to-Paid Conversion Rate:
Formula: \( \text{Trial-to-Paid Conversion Rate} = \left( \frac{\text{Trial users who become paying customers}}{\text{Total trial users}} \right) \times 100\% \)
Example: If 100 out of 400 trial users become paying customers: \( \text{Trial-to-Paid Conversion Rate} = \left( \frac{100}{400} \right) \times 100\% = 25\% \)
27. Seat Utilization Rate:
Formula: \( \text{Seat Utilization Rate} = \left( \frac{\text{Active seats}}{\text{Total available seats}} \right) \times 100\% \)
Example: If there are 75 active seats out of 100 total available seats: \( \text{Seat Utilization Rate} = \left( \frac{75}{100} \right) \times 100\% = 75\% \)
28. Return on Investment (ROI):
Formula: \( \text{ROI} = \left( \frac{\text{Revenue generated from investment} – \text{Investment cost}}{\text{Investment cost}} \right) \times 100\% \)
Example: If an investment generates $150,000 in revenue and the investment cost was $100,000: \( \text{ROI} = \left( \frac{$150,000 – $100,000}{$100,000} \right) \times 100\% = \left( \frac{$50,000}{$100,000} \right) \times 100\% = 50\% \)
29. Feature Usage Growth Rate:
Formula: \( \text{Feature Usage Growth Rate} = \left( \frac{\text{Feature usage this period} – \text{Feature usage last period}}{\text{Feature usage last period}} \right) \times 100\% \)
Example: If feature usage increased from 1,000 users last period to 1,200 users this period: \( \text{Feature Usage Growth Rate} = \left( \frac{1,200 – 1,000}{1,000} \right) \times 100\% = \left( \frac{200}{1,000} \right) \times 100\% = 20\% \)
30. Customer Engagement Score (CES):
Formula: \( \text{CES} = \text{Combined score based on chosen engagement indicators (e.g., logins, feature usage, time spent)} \)
Example: If a company uses logins, feature usage, and time spent as indicators with scores of 80, 70, and 90 respectively: \( \text{CES} = \frac{80 + 70 + 90}{3} = 80 \)
31. Free-to-Paid Conversion Rate:
Formula: \( \text{Free-to-Paid Conversion Rate} = \left( \frac{\text{Free users who become paying customers}}{\text{Total free users}} \right) \times 100\% \)
Example: If 100 out of 1,000 free users become paying customers: \( \text{Free-to-Paid Conversion Rate} = \left( \frac{100}{1,000} \right) \times 100\% = 10\% \)
32. Customer Support Response Time:
Formula: \( \text{Customer Support Response Time} = \frac{\text{Sum of all response times}}{\text{Number of inquiries}} \)
Example: If the total response time for 50 inquiries is 500 minutes: \( \text{Customer Support Response Time} = \frac{500 \text{ minutes}}{50} = 10 \text{ minutes} \)
33. Customer Support Resolution Time:
Formula: \( \text{Customer Support Resolution Time} = \frac{\text{Sum of all resolution times}}{\text{Number of resolved issues}} \)
Example: If the total resolution time for 30 resolved issues is 900 minutes: \( \text{Customer Support Resolution Time} = \frac{900 \text{ minutes}}{30} = 30 \text{ minutes} \)
34. Renewal Rate:
Formula: \( \text{Renewal Rate} = \left( \frac{\text{Number of customers who renew}}{\text{Total customers up for renewal}} \right) \times 100\% \)
Example: If 80 out of 100 customers up for renewal renew their subscriptions: \( \text{Renewal Rate} = \left( \frac{80}{100} \right) \times 100\% = 80\% \)
35. Customer Health Score (CHS):
Formula: \( \text{CHS} = \text{Combined score based on chosen factors (e.g., NPS, CSS, CES, product usage)} \)
Example: If a company uses NPS, CSS, CES, and product usage with scores of 70, 80, 85, and 75 respectively: \( \text{CHS} = \frac{70 + 80 + 85 + 75}{4} = 77.5 \)
36. Onboarding Completion Rate:
Formula: \( \text{Onboarding Completion Rate} = \left( \frac{\text{Customers who complete onboarding}}{\text{Total customers}} \right) \times 100\% \)
Example: If 150 out of 200 customers complete the onboarding process: \( \text{Onboarding Completion Rate} = \left( \frac{150}{200} \right) \times 100\% = 75\% \)
37. Sales Cycle Length:
Formula: \( \text{Sales Cycle Length} = \frac{\text{Sum of all sales cycle durations}}{\text{Number of closed deals}} \)
Example: If the total duration of sales cycles for 20 closed deals is 600 days: \( \text{Sales Cycle Length} = \frac{600 \text{ days}}{20} = 30 \text{ days} \)
38. Customer Referral Rate:
Formula: \( \text{Customer Referral Rate} = \left( \frac{\text{Referred customers}}{\text{Total new customers}} \right) \times 100\% \)
Example: If 50 out of 200 new customers are referred by existing customers: \( \text{Customer Referral Rate} = \left( \frac{50}{200} \right) \times 100\% = 25\% \)
39. Viral Coefficient:
Formula: \( \text{Viral Coefficient} = \text{Number of new users generated by each existing user, on average} \)
Example: If each existing user generates 1.5 new users on average: \( \text{Viral Coefficient} = 1.5 \)
40. Customer Feedback Score (CFS):
Formula: \( \text{CFS} = \text{Combined score based on chosen feedback criteria (e.g., satisfaction ratings, feature requests)} \)
Example: If a company uses satisfaction ratings and feature requests with scores of 85 and 70 respectively: \( \text{CFS} = \frac{85 + 70}{2} = 77.5 \)
41. Lead Response Time:
Formula: \( \text{Lead Response Time} = \frac{\text{Sum of all response times}}{\text{Number of leads}} \)
Example: If the total response time for 100 leads is 2000 minutes: \( \text{Lead Response Time} = \frac{2000 \text{ minutes}}{100} = 20 \text{ minutes} \)
42. Contact Rate:
Formula: \( \text{Contact Rate} = \left( \frac{\text{Contacts made}}{\text{Total leads}} \right) \times 100\% \)
Example: If contacts were made with 80 out of 200 leads: \( \text{Contact Rate} = \left( \frac{80}{200} \right) \times 100\% = 40\% \)
43. Customer Retention Cost:
Formula: \( \text{Customer Retention Cost} = \frac{\text{Total retention spending}}{\text{Number of retained customers}} \)
Example: If the total retention spending is $50,000 and the number of retained customers is 500: \( \text{Customer Retention Cost} = \frac{$50,000}{500} = $100 \)
44. Churned Customer Rate:
Formula: \( \text{Churned Customer Rate} = \left( \frac{\text{Churned customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 30 churned customers out of 600 total customers: \( \text{Churned Customer Rate} = \left( \frac{30}{600} \right) \times 100\% = 5\% \)
45. Average Deal Size:
Formula: \( \text{Average Deal Size} = \frac{\text{Total deal value}}{\text{Number of deals}} \)
Example: If the total deal value is $200,000 from 40 deals: \( \text{Average Deal Size} = \frac{$200,000}{40} = $5,000 \)
46. Sales Growth Rate:
Formula: \( \text{Sales Growth Rate} = \left( \frac{\text{Sales this period} – \text{Sales last period}}{\text{Sales last period}} \right) \times 100\% \)
Example: If sales increased from $500,000 last period to $600,000 this period: \( \text{Sales Growth Rate} = \left( \frac{600,000 – 500,000}{500,000} \right) \times 100\% = 20\% \)
47. Sales Target Attainment:
Formula: \( \text{Sales Target Attainment} = \left( \frac{\text{Sales achieved}}{\text{Sales target}} \right) \times 100\% \)
Example: If the sales target is $1,000,000 and $900,000 was achieved: \( \text{Sales Target Attainment} = \left( \frac{900,000}{1,000,000} \right) \times 100\% = 90\% \)
48. Customer Acquisition Rate:
Formula: \( \text{Customer Acquisition Rate} = \left( \frac{\text{New customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 50 new customers out of 500 total customers: \( \text{Customer Acquisition Rate} = \left( \frac{50}{500} \right) \times 100\% = 10\% \)
49. Pipeline Value:
Formula: \( \text{Pipeline Value} = \text{Sum of the value of all active opportunities} \)
Example: If the sum of the value of all active opportunities is $1,200,000: \( \text{Pipeline Value} = $1,200,000 \)
50. Sales Forecast Accuracy:
Formula: \( \text{Sales Forecast Accuracy} = \left( \frac{\text{Forecasted sales}}{\text{Actual sales}} \right) \times 100\% \)
Example: If forecasted sales were $800,000 and actual sales were $750,000: \( \text{Sales Forecast Accuracy} = \left( \frac{800,000}{750,000} \right) \times 100\% = 106.67\% \)
51. Lead Conversion Rate:
Formula: \( \text{Lead Conversion Rate} = \left( \frac{\text{Converted leads}}{\text{Total leads}} \right) \times 100\% \)
Example: If 100 out of 500 leads are converted: \( \text{Lead Conversion Rate} = \left( \frac{100}{500} \right) \times 100\% = 20\% \)
52. Sales per Rep:
Formula: \( \text{Sales per Rep} = \frac{\text{Total sales}}{\text{Number of sales reps}} \)
Example: If the total sales are $1,000,000 and there are 10 sales reps: \( \text{Sales per Rep} = \frac{$1,000,000}{10} = $100,000 \)
53. Marketing Qualified Lead (MQL) to Sales Qualified Lead (SQL) Conversion Rate:
Formula: \( \text{MQL to SQL Conversion Rate} = \left( \frac{\text{MQLs converted to SQLs}}{\text{Total MQLs}} \right) \times 100\% \)
Example: If 200 out of 1,000 MQLs are converted to SQLs: \( \text{MQL to SQL Conversion Rate} = \left( \frac{200}{1,000} \right) \times 100\% = 20\% \)
54. SQL to Customer Conversion Rate:
Formula: \( \text{SQL to Customer Conversion Rate} = \left( \frac{\text{SQLs converted to customers}}{\text{Total SQLs}} \right) \times 100\% \)
Example: If 50 out of 200 SQLs are converted to customers: \( \text{SQL to Customer Conversion Rate} = \left( \frac{50}{200} \right) \times 100\% = 25\% \)
55. Average Sales Cycle Length:
Formula: \( \text{Average Sales Cycle Length} = \frac{\text{Sum of all sales cycle lengths}}{\text{Number of sales cycles}} \)
Example: If the sum of all sales cycle lengths is 600 days for 20 sales cycles: \( \text{Average Sales Cycle Length} = \frac{600 \text{ days}}{20} = 30 \text{ days} \)
56. Customer Lifetime Value (CLTV) to Customer Acquisition Cost (CAC) Ratio:
Formula: \( \text{CLTV to CAC Ratio} = \frac{\text{Customer Lifetime Value}}{\text{Customer Acquisition Cost}} \)
Example: If the CLTV is $1,500 and the CAC is $500: \( \text{CLTV to CAC Ratio} = \frac{$1,500}{$500} = 3 \)
57. Average Revenue per Account (ARPA):
Formula: \( \text{ARPA} = \frac{\text{Total MRR}}{\text{Total number of accounts}} \)
Example: If the total MRR is $50,000 and there are 200 accounts: \( \text{ARPA} = \frac{$50,000}{200} = $250 \)
58. Customer Referral Rate:
Formula: \( \text{Customer Referral Rate} = \left( \frac{\text{Number of referred customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 100 referred customers out of 1,000 total customers: \( \text{Customer Referral Rate} = \left( \frac{100}{1,000} \right) \times 100\% = 10\% \)
59. Customer Effort Score (CES):
Formula: \( \text{CES} = \text{Combined score based on chosen effort indicators (e.g., time, ease of use, support)} \)
Example: If a company uses time, ease of use, and support as indicators with scores of 85, 75, and 80 respectively: \( \text{CES} = \frac{85 + 75 + 80}{3} = 80 \)
60. Customer Success Rate:
Formula: \( \text{Customer Success Rate} = \left( \frac{\text{Number of successful customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If 180 out of 200 customers are successful: \( \text{Customer Success Rate} = \left( \frac{180}{200} \right) \times 100\% = 90\% \)
61. First Response Time:
Formula: \( \text{First Response Time} = \frac{\text{Sum of all first response times}}{\text{Number of inquiries}} \)
Example: If the total first response time for 50 inquiries is 300 minutes: \( \text{First Response Time} = \frac{300 \text{ minutes}}{50} = 6 \text{ minutes} \)
62. Average Handling Time:
Formula: \( \text{Average Handling Time} = \frac{\text{Total handling time}}{\text{Number of inquiries}} \)
Example: If the total handling time for 100 inquiries is 1,200 minutes: \( \text{Average Handling Time} = \frac{1,200 \text{ minutes}}{100} = 12 \text{ minutes} \)
63. Contact to Lead Conversion Rate:
Formula: \( \text{Contact to Lead Conversion Rate} = \left( \frac{\text{Contacts converted to leads}}{\text{Total contacts}} \right) \times 100\% \)
Example: If 80 out of 200 contacts are converted to leads: \( \text{Contact to Lead Conversion Rate} = \left( \frac{80}{200} \right) \times 100\% = 40\% \)
64. Customer Retention Rate:
Formula: \( \text{Customer Retention Rate} = \left( \frac{\text{Customers retained during a period}}{\text{Total customers at the start of the period}} \right) \times 100\% \)
Example: If 180 out of 200 customers are retained during a month: \( \text{Customer Retention Rate} = \left( \frac{180}{200} \right) \times 100\% = 90\% \)
65. Customer Growth Rate:
Formula: \( \text{Customer Growth Rate} = \left( \frac{\text{New customers – Churned customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 50 new customers, 20 churned customers, and 500 total customers: \( \text{Customer Growth Rate} = \left( \frac{50 – 20}{500} \right) \times 100\% = 6\% \)
66. Revenue Growth Rate:
Formula: \( \text{Revenue Growth Rate} = \left( \frac{\text{Revenue this period} – \text{Revenue last period}}{\text{Revenue last period}} \right) \times 100\% \)
Example: If revenue increased from $1,000,000 last period to $1,200,000 this period: \( \text{Revenue Growth Rate} = \left( \frac{1,200,000 – 1,000,000}{1,000,000} \right) \times 100\% = 20\% \)
67. Cost per Acquisition (CPA):
Formula: \( \text{Cost per Acquisition} = \frac{\text{Total acquisition cost}}{\text{Number of new customers}} \)
Example: If the total acquisition cost is $500,000 and there are 1,000 new customers: \( \text{Cost per Acquisition} = \frac{$500,000}{1,000} = $500 \)
68. Average Revenue per Customer:
Formula: \( \text{Average Revenue per Customer} = \frac{\text{Total revenue}}{\text{Total customers}} \)
Example: If the total revenue is $1,000,000 and there are 500 customers: \( \text{Average Revenue per Customer} = \frac{$1,000,000}{500} = $2,000 \)
69. Customer Support Ticket Volume:
Formula: \( \text{Customer Support Ticket Volume} = \text{Number of support tickets received in a period} \)
Example: If 1,200 support tickets are received in a month: \( \text{Customer Support Ticket Volume} = 1,200 \)
70. Support Ticket Resolution Rate:
Formula: \( \text{Support Ticket Resolution Rate} = \left( \frac{\text{Resolved tickets}}{\text{Total tickets}} \right) \times 100\% \)
Example: If 1,000 out of 1,200 tickets are resolved: \( \text{Support Ticket Resolution Rate} = \left( \frac{1,000}{1,200} \right) \times 100\% = 83.33\% \)
71. Customer Satisfaction Score (CSAT):
Formula: \( \text{CSAT} = \left( \frac{\text{Number of satisfied customers}}{\text{Total respondents}} \right) \times 100\% \)
Example: If 180 out of 200 respondents are satisfied: \( \text{CSAT} = \left( \frac{180}{200} \right) \times 100\% = 90\% \)
72. Average Session Duration:
Formula: \( \text{Average Session Duration} = \frac{\text{Total session duration}}{\text{Number of sessions}} \)
Example: If the total session duration is 10,000 minutes for 1,000 sessions: \( \text{Average Session Duration} = \frac{10,000 \text{ minutes}}{1,000} = 10 \text{ minutes} \)
73. Page Views per Session:
Formula: \( \text{Page Views per Session} = \frac{\text{Total page views}}{\text{Number of sessions}} \)
Example: If the total page views are 15,000 for 1,000 sessions: \( \text{Page Views per Session} = \frac{15,000}{1,000} = 15 \)
74. Bounce Rate:
Formula: \( \text{Bounce Rate} = \left( \frac{\text{Single-page sessions}}{\text{Total sessions}} \right) \times 100\% \)
Example: If there are 300 single-page sessions out of 1,000 total sessions: \( \text{Bounce Rate} = \left( \frac{300}{1,000} \right) \times 100\% = 30\% \)
75. Email Open Rate:
Formula: \( \text{Email Open Rate} = \left( \frac{\text{Opened emails}}{\text{Total sent emails}} \right) \times 100\% \)
Example: If 500 out of 2,000 sent emails are opened: \( \text{Email Open Rate} = \left( \frac{500}{2,000} \right) \times 100\% = 25\% \)
76. Email Click-Through Rate (CTR):
Formula: \( \text{Email Click-Through Rate} = \left( \frac{\text{Clicked emails}}{\text{Total sent emails}} \right) \times 100\% \)
Example: If 200 out of 2,000 sent emails are clicked: \( \text{Email Click-Through Rate} = \left( \frac{200}{2,000} \right) \times 100\% = 10\% \)
77. Social Media Engagement Rate:
Formula: \( \text{Social Media Engagement Rate} = \left( \frac{\text{Engagements}}{\text{Total followers}} \right) \times 100\% \)
Example: If there are 1,500 engagements out of 10,000 followers: \( \text{Social Media Engagement Rate} = \left( \frac{1,500}{10,000} \right) \times 100\% = 15\% \)
78. Customer Health Index:
Formula: \( \text{Customer Health Index} = \text{Combined score based on chosen health indicators (e.g., product usage, satisfaction, support)} \)
Example: If a company uses product usage, satisfaction, and support as indicators with scores of 80, 85, and 90 respectively: \( \text{Customer Health Index} = \frac{80 + 85 + 90}{3} = 85 \)
79. Recurring Revenue Growth Rate:
Formula: \( \text{Recurring Revenue Growth Rate} = \left( \frac{\text{Recurring revenue this period} – \text{Recurring revenue last period}}{\text{Recurring revenue last period}} \right) \times 100\% \)
Example: If recurring revenue increased from $100,000 last period to $120,000 this period: \( \text{Recurring Revenue Growth Rate} = \left( \frac{120,000 – 100,000}{100,000} \right) \times 100\% = 20\% \)
80. Customer Retention Cost (CRC):
Formula: \( \text{Customer Retention Cost} = \frac{\text{Total retention spending}}{\text{Number of retained customers}} \)
Example: If the total retention spending is $75,000 and the number of retained customers is 300: \( \text{Customer Retention Cost} = \frac{$75,000}{300} = $250 \)
81. Net Customer Growth Rate:
Formula: \( \text{Net Customer Growth Rate} = \left( \frac{\text{New customers} – \text{Churned customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 80 new customers, 20 churned customers, and 1,000 total customers: \( \text{Net Customer Growth Rate} = \left( \frac{80 – 20}{1,000} \right) \times 100\% = 6\% \)
82. Gross Revenue Retention (GRR):
Formula: \( \text{GRR} = \left( \frac{\text{Revenue at end of period} – \text{Churned revenue}}{\text{Revenue at start of period}} \right) \times 100\% \)
Example: If the revenue at the end of the period is $200,000 and churned revenue is $20,000, and the revenue at the start of the period is $180,000: \( \text{GRR} = \left( \frac{200,000 – 20,000}{180,000} \right) \times 100\% = 100\% \)
83. Marketing Efficiency Ratio:
Formula: \( \text{Marketing Efficiency Ratio} = \frac{\text{New revenue from marketing activities}}{\text{Marketing spend}} \)
Example: If new revenue from marketing activities is $250,000 and marketing spend is $50,000: \( \text{Marketing Efficiency Ratio} = \frac{$250,000}{$50,000} = 5 \)
84. Average Selling Price (ASP):
Formula: \( \text{Average Selling Price} = \frac{\text{Total revenue}}{\text{Number of units sold}} \)
Example: If the total revenue is $500,000 from selling 1,000 units: \( \text{Average Selling Price} = \frac{$500,000}{1,000} = $500 \)
85. Customer Acquisition Cost Payback Period:
Formula: \( \text{CAC Payback Period} = \frac{\text{Customer Acquisition Cost}}{\text{Monthly Recurring Revenue per Customer}} \)
Example: If the Customer Acquisition Cost is $1,000 and the Monthly Recurring Revenue per Customer is $100: \( \text{CAC Payback Period} = \frac{$1,000}{$100} = 10 \text{ months} \)
86. Cost per Lead (CPL):
Formula: \( \text{Cost per Lead} = \frac{\text{Total marketing spend}}{\text{Number of leads}} \)
Example: If the total marketing spend is $50,000 and the number of leads generated is 500: \( \text{Cost per Lead} = \frac{$50,000}{500} = $100 \)
87. Lead to Opportunity Conversion Rate:
Formula: \( \text{Lead to Opportunity Conversion Rate} = \left( \frac{\text{Leads converted to opportunities}}{\text{Total leads}} \right) \times 100\% \)
Example: If 200 out of 1,000 leads are converted to opportunities: \( \text{Lead to Opportunity Conversion Rate} = \left( \frac{200}{1,000} \right) \times 100\% = 20\% \)
88. Opportunity to Win Conversion Rate:
Formula: \( \text{Opportunity to Win Conversion Rate} = \left( \frac{\text{Opportunities converted to wins}}{\text{Total opportunities}} \right) \times 100\% \)
Example: If 50 out of 200 opportunities are converted to wins: \( \text{Opportunity to Win Conversion Rate} = \left( \frac{50}{200} \right) \times 100\% = 25\% \)
89. Pipeline Coverage Ratio:
Formula: \( \text{Pipeline Coverage Ratio} = \frac{\text{Value of pipeline opportunities}}{\text{Sales target}} \)
Example: If the value of pipeline opportunities is $1,500,000 and the sales target is $1,000,000: \( \text{Pipeline Coverage Ratio} = \frac{$1,500,000}{$1,000,000} = 1.5 \)
90. Sales Effectiveness:
Formula: \( \text{Sales Effectiveness} = \left( \frac{\text{Number of closed deals}}{\text{Number of sales calls}} \right) \times 100\% \)
Example: If there are 40 closed deals out of 400 sales calls: \( \text{Sales Effectiveness} = \left( \frac{40}{400} \right) \times 100\% = 10\% \)
91. Gross Margin Return on Investment (GMROI):
Formula: \( \text{GMROI} = \left( \frac{\text{Gross margin}}{\text{Average inventory cost}} \right) \times 100\% \)
Example: If the gross margin is $200,000 and the average inventory cost is $50,000: \( \text{GMROI} = \left( \frac{$200,000}{$50,000} \right) \times 100\% = 400\% \)
92. Return on Marketing Investment (ROMI):
Formula: \( \text{ROMI} = \left( \frac{\text{Revenue from marketing campaigns} – \text{Cost of marketing campaigns}}{\text{Cost of marketing campaigns}} \right) \times 100\% \)
Example: If the revenue from marketing campaigns is $500,000 and the cost of marketing campaigns is $100,000: \( \text{ROMI} = \left( \frac{$500,000 – $100,000}{$100,000} \right) \times 100\% = 400\% \)
93. Customer Satisfaction with Support:
Formula: \( \text{Customer Satisfaction with Support} = \left( \frac{\text{Satisfied support interactions}}{\text{Total support interactions}} \right) \times 100\% \)
Example: If there are 900 satisfied support interactions out of 1,000 total support interactions: \( \text{Customer Satisfaction with Support} = \left( \frac{900}{1,000} \right) \times 100\% = 90\% \)
94. Product Defect Rate:
Formula: \( \text{Product Defect Rate} = \left( \frac{\text{Number of defective products}}{\text{Total products produced}} \right) \times 100\% \)
Example: If there are 5 defective products out of 1,000 total products produced: \( \text{Product Defect Rate} = \left( \frac{5}{1,000} \right) \times 100\% = 0.5\% \)
95. On-Time Delivery Rate:
Formula: \( \text{On-Time Delivery Rate} = \left( \frac{\text{Number of on-time deliveries}}{\text{Total deliveries}} \right) \times 100\% \)
Example: If there are 950 on-time deliveries out of 1,000 total deliveries: \( \text{On-Time Delivery Rate} = \left( \frac{950}{1,000} \right) \times 100\% = 95\% \)
96. Average Resolution Time:
Formula: \( \text{Average Resolution Time} = \frac{\text{Total resolution time}}{\text{Number of resolved issues}} \)
Example: If the total resolution time for 60 resolved issues is 1,200 minutes: \( \text{Average Resolution Time} = \frac{1,200 \text{ minutes}}{60} = 20 \text{ minutes} \)
97. Customer Acquisition Cost (CAC) Ratio:
Formula: \( \text{CAC Ratio} = \frac{\text{Customer Acquisition Cost}}{\text{Customer Lifetime Value}} \)
Example: If the Customer Acquisition Cost is $1,000 and the Customer Lifetime Value is $4,000: \( \text{CAC Ratio} = \frac{$1,000}{$4,000} = 0.25 \)
98. Customer Downgrade Rate:
Formula: \( \text{Customer Downgrade Rate} = \left( \frac{\text{Number of downgrades}}{\text{Total customers}} \right) \times 100\% \)
Example: If there are 20 downgrades out of 400 total customers: \( \text{Customer Downgrade Rate} = \left( \frac{20}{400} \right) \times 100\% = 5\% \)
99. Customer Renewal Rate:
Formula: \( \text{Customer Renewal Rate} = \left( \frac{\text{Number of renewals}}{\text{Total customers up for renewal}} \right) \times 100\% \)
Example: If 150 out of 200 customers up for renewal renew their subscriptions: \( \text{Customer Renewal Rate} = \left( \frac{150}{200} \right) \times 100\% = 75\% \)
100. Customer Satisfaction with Product:
Formula: \( \text{Customer Satisfaction with Product} = \left( \frac{\text{Number of satisfied customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If 1,800 out of 2,000 customers are satisfied with the product: \( \text{Customer Satisfaction with Product} = \left( \frac{1,800}{2,000} \right) \times 100\% = 90\% \)
101. Product Utilization Rate:
Formula: \( \text{Product Utilization Rate} = \left( \frac{\text{Utilized product units}}{\text{Total product units available}} \right) \times 100\% \)
Example: If there are 800 utilized product units out of 1,000 total product units available: \( \text{Product Utilization Rate} = \left( \frac{800}{1,000} \right) \times 100\% = 80\% \)
102. Sales Rep Ramp-Up Time:
Formula: \( \text{Sales Rep Ramp-Up Time} = \frac{\text{Total time to full productivity}}{\text{Number of sales reps}} \)
Example: If the total time to full productivity for 10 sales reps is 1,500 days: \( \text{Sales Rep Ramp-Up Time} = \frac{1,500 \text{ days}}{10} = 150 \text{ days} \)
103. Customer Onboarding Time:
Formula: \( \text{Customer Onboarding Time} = \frac{\text{Total onboarding time}}{\text{Number of customers}} \)
Example: If the total onboarding time for 50 customers is 1,000 days: \( \text{Customer Onboarding Time} = \frac{1,000 \text{ days}}{50} = 20 \text{ days} \)
104. Product Activation Rate:
Formula: \( \text{Product Activation Rate} = \left( \frac{\text{Number of activated users}}{\text{Total users}} \right) \times 100\% \)
Example: If 2,500 out of 3,000 users activate the product: \( \text{Product Activation Rate} = \left( \frac{2,500}{3,000} \right) \times 100\% = 83.33\% \)
105. Sales Pipeline Velocity:
Formula: \( \text{Sales Pipeline Velocity} = \frac{\text{Total pipeline value} \times \text{Win rate}}{\text{Sales cycle length}} \)
Example: If the total pipeline value is $500,000, the win rate is 20\%, and the sales cycle length is 30 days: \( \text{Sales Pipeline Velocity} = \frac{$500,000 \times 0.20}{30 \text{ days}} = \frac{$100,000}{30 \text{ days}} \approx $3,333 \text{ per day} \)
106. Customer Health Score:
Formula: \( \text{Customer Health Score} = \text{Combined score based on chosen health indicators (e.g., product usage, satisfaction, support)} \)
Example: If a company uses product usage, satisfaction, and support as indicators with scores of 80, 85, and 90 respectively: \( \text{Customer Health Score} = \frac{80 + 85 + 90}{3} = 85 \)
107. Cost of Goods Sold (COGS):
Formula: \( \text{COGS} = \text{Sum of all direct costs associated with the production of goods sold by the company} \)
Example: If the direct costs associated with production are $150,000: \( \text{COGS} = $150,000 \)
108. Customer Effort Score (CES):
Formula: \( \text{CES} = \left( \frac{\text{Effort ratings}}{\text{Total responses}} \right) \times 100\% \)
Example: If the total effort ratings sum to 4,000 from 500 responses: \( \text{CES} = \left( \frac{4,000}{500} \right) \times 100\% = 800\% \)
109. Net Profit Margin:
Formula: \( \text{Net Profit Margin} = \left( \frac{\text{Net profit}}{\text{Revenue}} \right) \times 100\% \)
Example: If the net profit is $200,000 and the revenue is $1,000,000: \( \text{Net Profit Margin} = \left( \frac{$200,000}{$1,000,000} \right) \times 100\% = 20\% \)
110. Employee Satisfaction Score:
Formula: \( \text{Employee Satisfaction Score} = \left( \frac{\text{Number of satisfied employees}}{\text{Total employees}} \right) \times 100\% \)
Example: If 180 out of 200 employees are satisfied: \( \text{Employee Satisfaction Score} = \left( \frac{180}{200} \right) \times 100\% = 90\% \)
111. Gross Churn Rate:
Formula: \( \text{Gross Churn Rate} = \left( \frac{\text{Total MRR churned}}{\text{Total MRR at the start of the period}} \right) \times 100\% \)
Example: If the total MRR churned is $10,000 and the total MRR at the start of the period is $100,000: \( \text{Gross Churn Rate} = \left( \frac{$10,000}{$100,000} \right) \times 100\% = 10\% \)
112. Renewal Rate by Revenue:
Formula: \( \text{Renewal Rate by Revenue} = \left( \frac{\text{Renewed revenue}}{\text{Total revenue up for renewal}} \right) \times 100\% \)
Example: If the renewed revenue is $80,000 out of $100,000 total revenue up for renewal: \( \text{Renewal Rate by Revenue} = \left( \frac{$80,000}{$100,000} \right) \times 100\% = 80\% \)
113. Customer Churn Rate:
Formula: \( \text{Customer Churn Rate} = \left( \frac{\text{Number of churned customers}}{\text{Total customers at the start of the period}} \right) \times 100\% \)
Example: If there are 20 churned customers out of 400 total customers at the start of the period: \( \text{Customer Churn Rate} = \left( \frac{20}{400} \right) \times 100\% = 5\% \)
114. Employee Turnover Rate:
Formula: \( \text{Employee Turnover Rate} = \left( \frac{\text{Number of employees who left}}{\text{Total employees}} \right) \times 100\% \)
Example: If 15 employees left out of 200 total employees: \( \text{Employee Turnover Rate} = \left( \frac{15}{200} \right) \times 100\% = 7.5\% \)
115. Employee Productivity Rate:
Formula: \( \text{Employee Productivity Rate} = \left( \frac{\text{Output per employee}}{\text{Total output}} \right) \times 100\% \)
Example: If the output per employee is $50,000 and the total output is $1,000,000: \( \text{Employee Productivity Rate} = \left( \frac{$50,000}{$1,000,000} \right) \times 100\% = 5\% \)
116. Monthly Active Users (MAU):
Formula: \( \text{Monthly Active Users} = \text{Count of unique users who have interacted with the product in a month} \)
Example: If there are 10,000 unique users who interacted with the product in a month: \( \text{Monthly Active Users} = 10,000 \)
117. Daily Active Users (DAU):
Formula: \( \text{Daily Active Users} = \text{Count of unique users who have interacted with the product in a day} \)
Example: If there are 2,000 unique users who interacted with the product in a day: \( \text{Daily Active Users} = 2,000 \)
118. User Retention Rate:
Formula: \( \text{User Retention Rate} = \left( \frac{\text{Number of retained users}}{\text{Total users}} \right) \times 100\% \)
Example: If 8,000 out of 10,000 users are retained: \( \text{User Retention Rate} = \left( \frac{8,000}{10,000} \right) \times 100\% = 80\% \)
119. User Churn Rate:
Formula: \( \text{User Churn Rate} = \left( \frac{\text{Number of churned users}}{\text{Total users}} \right) \times 100\% \)
Example: If 2,000 out of 10,000 users churned: \( \text{User Churn Rate} = \left( \frac{2,000}{10,000} \right) \times 100\% = 20\% \)
120. Customer Advocacy Score:
Formula: \( \text{Customer Advocacy Score} = \left( \frac{\text{Number of advocates}}{\text{Total customers}} \right) \times 100\% \)
Example: If 300 out of 1,000 customers are advocates: \( \text{Customer Advocacy Score} = \left( \frac{300}{1,000} \right) \times 100\% = 30\% \)
121. Cost of Customer Retention:
Formula: \( \text{Cost of Customer Retention} = \frac{\text{Total retention cost}}{\text{Number of retained customers}} \)
Example: If the total retention cost is $40,000 and the number of retained customers is 400: \( \text{Cost of Customer Retention} = \frac{$40,000}{400} = $100 \)
122. Average Revenue per Account (ARPA):
Formula: \( \text{ARPA} = \frac{\text{Total MRR}}{\text{Total number of accounts}} \)
Example: If the total MRR is $100,000 and there are 500 accounts: \( \text{ARPA} = \frac{$100,000}{500} = $200 \)
123. Monthly Active Users (MAU) Growth Rate:
Formula: \( \text{MAU Growth Rate} = \left( \frac{\text{MAU this month} – \text{MAU last month}}{\text{MAU last month}} \right) \times 100\% \)
Example: If the MAU increased from 8,000 last month to 10,000 this month: \( \text{MAU Growth Rate} = \left( \frac{10,000 – 8,000}{8,000} \right) \times 100\% = 25\% \)
124. Lifetime Value to Customer Acquisition Cost (LTV ) Ratio:
Formula:
\( Lifetime Value to Customer Acquisition Cost (LTV ) Ratio = \frac{\text{Customer Lifetime Value (LTV)}}{\text{Customer Acquisition Cost (CAC)}} \)Example: If the Customer Lifetime Value (LTV) is $2,000 and the Customer Acquisition Cost (CAC) is $500:
\( Lifetime Value to Customer Acquisition Cost (LTV ) Ratio = \frac{$2,000}{$500} = 4 \)125. Customer Engagement Rate:
Formula: \( \text{Customer Engagement Rate} = \left( \frac{\text{Engaged customers}}{\text{Total customers}} \right) \times 100\% \)
Example: If 4,000 out of 5,000 customers are engaged: \( \text{Customer Engagement Rate} = \left( \frac{4,000}{5,000} \right) \times 100\% = 80\% \)
126. Net Profit:
Formula: \( \text{Net Profit} = \text{Total revenue} – \text{Total expenses} \)
Example: If the total revenue is $1,000,000 and the total expenses are $750,000: \( \text{Net Profit} = $1,000,000 – $750,000 = $250,000 \)
127. Sales Qualified Lead (SQL) Conversion Rate:
Formula: \( \text{SQL Conversion Rate} = \left( \frac{\text{SQLs converted to customers}}{\text{Total SQLs}} \right) \times 100\% \)
Example: If 50 out of 200 SQLs are converted to customers: \( \text{SQL Conversion Rate} = \left( \frac{50}{200} \right) \times 100\% = 25\% \)
128. Monthly Active Users (MAU) to Daily Active Users (DAU) Ratio:
Formula: \( \text{MAU to DAU Ratio} = \frac{\text{Monthly Active Users}}{\text{Daily Active Users}} \)
Example: If the Monthly Active Users (MAU) is 9,000 and the Daily Active Users (DAU) is 1,000: \( \text{MAU to DAU Ratio} = \frac{9,000}{1,000} = 9 \)