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1Net 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.
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.
3Customer Retention
Measures loyalty, or how successful you are
retaining your existing customers.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
4 Conversion Rate
Measures how well you are turning prospects into
actual customers.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
5Relative Market Share
Measures your share of a customer market relative
to your competitors.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
For more on the topic, check out my LinkedIn Influencer blog:
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
BLOG
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
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AboutThis 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:
• Advanced Performance Institute
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.