Metrics Directory
The right metrics for your stage. Part of the Execute phase — track these as you work through your playbooks.
Net Revenue Retention (NRR)
The percentage of recurring revenue retained from existing customers over a period, including expansion, contraction, an...
Gross Revenue Retention (GRR)
The percentage of recurring revenue retained from existing customers, excluding expansion. GRR can never exceed 100%. It...
Logo (Customer) Retention Rate
The percentage of customers retained over a period, regardless of revenue size. Every customer counts equally.
Time to Value (TTV)
The time it takes for a new customer to achieve their first meaningful outcome or value milestone after purchase. This i...
Customer Health Score
A composite score that evaluates the overall health of a customer relationship, typically combining product usage, engag...
Expansion Revenue
Additional recurring revenue generated from existing customers through upsells, cross-sells, seat expansion, or plan upg...
Customer Satisfaction Score (CSAT)
A measure of customer satisfaction with a specific interaction, process, or experience, typically on a 1–5 or 1–7 scale.
Product Adoption Rate
The degree to which customers are actively using key features and capabilities of your product relative to what's availa...
Time to First Value (TTFV)
The number of days from contract signing to the customer achieving their first defined success milestone. Unlike Time to...
Onboarding Completion Rate
The percentage of new customers who complete all defined onboarding steps within the target onboarding window. Measures ...
Product Adoption Depth
The percentage of licensed features, modules, or capabilities that a customer is actively using. Unlike basic adoption r...
DAU/MAU Ratio (Stickiness)
The ratio of daily active users to monthly active users, indicating how habitually customers use the product. A higher r...
Expansion Revenue Rate
The percentage of total recurring revenue from existing customers that comes from upsells, cross-sells, and seat expansi...
CAC Payback Period
The number of months required to recover the cost of acquiring a customer through their recurring revenue contribution. ...
Customer Effort Score (CES)
A measure of how easy customers find it to accomplish their goals with your product and team. Lower effort correlates wi...
Escalation Rate
The percentage of accounts that require escalation to management or executive involvement within a given period. High es...