Start Your Week with Data

I don’t know about you but the first thing I do on Monday morning when it’s time to get to work is check two things within BrightGauge:

1. Our Company Goals Dashboard
2. The Leadership Team’s Scorecard

Our Company Goals Dashboard

Our Company Goals Dashboard includes the most important KPIs to get a snapshot of how our business is performing compared to the goals we have set for the year. The dashboard includes the following KPIs:

• Signups MTD: how many customers signed up this month
• Churn MTD: how many customers canceled their subscription
• Net New MTD: the difference between signups and churn for the month
• Active Accounts: total number of customers we have
• Net New MRR YTD: total new revenue booked, minus total revenue lost YTD
• Net New MRR QTD: same formula as above but prorated for the current quarter’s goal

The reason this dashboard is so important is because at the beginning of the week I can see how we are tracking towards our monthly goals (signups and churn), our quarterly goal (Net New MRR QTD), and ultimately how that rolls up to our annual company goal of New New MRR. We have a company-wide bonus based on the Net New MRR for the year so you better believe everyone is working towards hitting those goals.

The Leadership Team’s Scorecard

Once I see how our company is performing financially I like to jump into the weekly operational scorecard for our Leadership Team to help identify if there are any areas that are “off track” and need to be addressed. This scorecard includes the KPIs for each area of our Leadership Team to ensure they are on track.

Customer Success

It all starts with Customer Success because without that we have no business. The 4 KPIs we monitor for Customer Success are:

• CSAT: Customer Satisfaction scores for our team’s interaction with Customers
• Health Score Less Than 20: what percentage of customers have a score under 20
• Churn Revenue Lost: how much revenue was lost/canceled
• Tickets Escalated to Product: how many tickets needed to get the Product Team involved

Sales

There is so much you can monitor regarding sales but at this level we focus on the high level KPIs:

• Signup Revenue: amount of revenue booked from new signups
• Upgrade Revenue: amount of upgrade revenue booked from existing customers
• 30/90 Ratio (LGAR): lead velocity calculation

Marketing

In order to support Sales efforts we need a certain amount of leads delivered each week, so the KPIs we track are:

• Leads: number of new leads
• Marketing Qualified Leads: number of leads that requested a demo or to speak with sales

Finance

This is a pretty easy one to track and our most important KPI each month is:

• Past Dues: amount of subscriptions past due

Product

Our product is the foundation of everything we do and tracking the team’s performance each week gives us a good indication of how productive they are. The KPIs that matter most for them at this stage are:

• Bugs Reported in ZenDesk: no one likes bugs, so we want to know when they happen and how many
• Points in Backlog: number of efforted points ready to be worked on to ensure they have a pipeline of work
• Sprint Points Moved to Production: number of points pushed to production which indicates the amount of work the team accomplished
• Efforted Points: number of points added to the backlog after the team reviewed and gave an estimated effort

Engineering

Making sure our application is not only running, but running smoothly, is critical for everything else to work so the KPIs we monitor for that are:

• Downtime in Minutes: number of minutes the app is down
• SIP Points Moved to Production: number of points related to security, infrastructure, and performance added to production

Tying it All Together

Every business has their own Key Performance Indicators (KPIs) that they need to monitor so this overview isn’t a “one size fits all” but the important thing is to select the data that matters most to your goals, and then build up from there. To learn more about choosing the best metrics to monitor for your business, download our guide to KPI Best Practices: