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KEY
PERFORMANCE
INDICATORS
Ahmed Khaled, Product Manager @Squadio (Ibtikar)
INTRODUCTION
By Definition KPIs means Key Performance
indicators.
KPIs are values that show how a company or
business is progressing toward its goals and
objectives. They’re used to measure progress and
identify areas of your startup that need
improvement.
OR set of quantitative metrics that indicate how
healthy your business is doing.
20XX PRESENTATION TITLE 2
WHY DO WE NEED KPIS ?
Making sure of:
1. Delivering a real value.
2. Capturing recurring value.
3. Lagging indicator.
4. Generating usable feedback mechanism.
5. Keeping you grounded, humbled and realistic.
6. Finding Problems and being obsessive about the
obstacle.
20XX PRESENTATION TITLE 3
PRIMARY
GOALS
Where to start ?

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Do you ever feel stuck in a loop? So many great ideas, but so little bandwidth to actually get things done. As customer success gets out of its infancy stage, some teams are figuring out how to boost their productivity and achieve their full potential. Monday.com is an example of that. With 26,000 accounts and 18 customer success managers, they’ve taken project management best practices and applied them to their day-to-day. With these techniques, the team is able to measure the exact working capacity of both Success and Support, and the structure they’ve created drives a “get things done” culture amongst its members. In this webinar, Tom Ronen, Head of Customer Success at monday.com shares the 9 steps to boosting CSM productivity. The webinar will cover how to: • Map out the organization’s responsibilities • Identify leading and lagging KPIs to track progress on these responsibilities • Build a high-level roadmap • Break projects into pieces, prioritize, and assign owners • Create a weekly task board • Reflect back on progress to assess capacity and performance

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THE TWO ANCHORS OF KPIS
PRESENTATION TITLE
Revenue Active Users
MRR (Monthly Recurring Revenue) MAU (Monthly active users)
LTV (Lifetime value) DAU (Daily active users)
ARPU (average revenue per user) Customer Churn Rate
Revenue growth rate (M-O-M)
Revenue Churn Rate
WHAT ARE WE ACTUALLY MEASURING ?
PRESENTATION TITLE
Visits
Sign-ups
People who get value
Retention
Spread the product
Easy to understand
Easy to get started
People comeback
Growth
WHAT ARE WE ACTUALLY MEASURING ?
PRESENTATION TITLE
• Fast initial growth.
• Time to sale.
• Organic VS paid.
• Exponential vs Linear.
“Growth Rate”
HOW TO MAKE THE BEST USE OF KPIS ?
20XX PRESENTATION TITLE 8
• Building something lots of people.
• prioritize what to do next and what needs to be fixed.
• Making sure moving fast don’t affect the business.
• Measuring and re-iterating every cohort (every week- every month- every quarter).
• Don’t count on free users' feedback (Their feedback is misleading regarding what to do
grow your revenues).
• Asking questions like (Do people bother to sign up ? Ratio of single page visits to multi-
page engagement ? How fast it takes to get started ?)
• Use it as a tool of communication between different departments, management and
investors.
“The enemy is back button” – Paul Graham

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HOW TO MAKE THE BEST USE OF KPIS ?
20XX PRESENTATION TITLE 9
“Growth=Data Driven”
Have a north star metric and visit every 6 months.
Examples:
• Airbnb => Nights booked.
• UBER => Number of Trips.
• Amazon => GMV.
RETENTION AND CHURN
• Not paying attention makes most of your user base dies.
Good company means retained customers means the
company found repetitive working business model.
• Churn rate means that users are leaving your product or
service.
If you are losing 15% of your revenue every quarter that
means you are losing 60% of your potential or expected
revenue.
• Start from DAU (Daily active users) to MAU (Monthly
active users) in the very beginning, reducing the time
span increase your control and follow up.
20XX PRESENTATION TITLE 10
RETENTION AND CHURN
20XX PRESENTATION TITLE 11
EASY VS HARD ACTIONS
• Easy actions:
1. Going from nothing to something (no
onboarding to onboarding- no
notification to notifications).
2. Focusing on that are already doing well
and bringing high-value AUs.
• Hard actions:
1. Reactivating dormant users.
2. Making your product awesome by
changing button color.
20XX PRESENTATION TITLE 12

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KPIS TREE AND WHY YOU NEED ONE
20XX PRESENTATION TITLE 13
What is better ?
• Improve conversion by 0.5% or reduce customer contact rate by 10% ?
• Is 3X delivery worth 2X higher delivery fees?
KPI TREE AS A METRICS SYSTEM
20XX PRESENTATION TITLE 14
Why? How?
IT’S MAINLY A MATHEMATICAL RELATIONSHIP
20XX PRESENTATION TITLE 15
For more details on this check this
video: https://youtu.be/x2fjcabajao
TIPS AND TRICKS
1
2
3
4
Be wary of learning specific lessons from different
companies (Souq case is different from Jumia case).
Don’t optimize what is going well.
Get ideas, test them, talk to others, listen to users
through direct feedback or behavior using your product.
Priotirize according to the stage (in the very beginning
you don’t need to think about fraud, spam or confirmation
emails for example).
20XX PRESENTATION TITLE 16

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Why Customer Success Teams Lose Sight of Outcomes
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We all want one thing for our Customer Success operations: to positively impact the bottom line. Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship. In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.

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Should You Even Have a Customer Success Team?
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Customer Success Summit 2016 General Session Presented by: Tom Weeks, VP Customer Success and Digital Strategy, Apigee

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MAKE IT SIMPLE
20XX PRESENTATION TITLE 17
THANK YOU
Ahmed Khaled
ahmed.khalid@ibtikar.net.sa
Product Manager
20XX PRESENTATION TITLE 18

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KpIs for digital products

  • 2. INTRODUCTION By Definition KPIs means Key Performance indicators. KPIs are values that show how a company or business is progressing toward its goals and objectives. They’re used to measure progress and identify areas of your startup that need improvement. OR set of quantitative metrics that indicate how healthy your business is doing. 20XX PRESENTATION TITLE 2
  • 3. WHY DO WE NEED KPIS ? Making sure of: 1. Delivering a real value. 2. Capturing recurring value. 3. Lagging indicator. 4. Generating usable feedback mechanism. 5. Keeping you grounded, humbled and realistic. 6. Finding Problems and being obsessive about the obstacle. 20XX PRESENTATION TITLE 3
  • 5. THE TWO ANCHORS OF KPIS PRESENTATION TITLE Revenue Active Users MRR (Monthly Recurring Revenue) MAU (Monthly active users) LTV (Lifetime value) DAU (Daily active users) ARPU (average revenue per user) Customer Churn Rate Revenue growth rate (M-O-M) Revenue Churn Rate
  • 6. WHAT ARE WE ACTUALLY MEASURING ? PRESENTATION TITLE Visits Sign-ups People who get value Retention Spread the product Easy to understand Easy to get started People comeback Growth
  • 7. WHAT ARE WE ACTUALLY MEASURING ? PRESENTATION TITLE • Fast initial growth. • Time to sale. • Organic VS paid. • Exponential vs Linear. “Growth Rate”
  • 8. HOW TO MAKE THE BEST USE OF KPIS ? 20XX PRESENTATION TITLE 8 • Building something lots of people. • prioritize what to do next and what needs to be fixed. • Making sure moving fast don’t affect the business. • Measuring and re-iterating every cohort (every week- every month- every quarter). • Don’t count on free users' feedback (Their feedback is misleading regarding what to do grow your revenues). • Asking questions like (Do people bother to sign up ? Ratio of single page visits to multi- page engagement ? How fast it takes to get started ?) • Use it as a tool of communication between different departments, management and investors. “The enemy is back button” – Paul Graham
  • 9. HOW TO MAKE THE BEST USE OF KPIS ? 20XX PRESENTATION TITLE 9 “Growth=Data Driven” Have a north star metric and visit every 6 months. Examples: • Airbnb => Nights booked. • UBER => Number of Trips. • Amazon => GMV.
  • 10. RETENTION AND CHURN • Not paying attention makes most of your user base dies. Good company means retained customers means the company found repetitive working business model. • Churn rate means that users are leaving your product or service. If you are losing 15% of your revenue every quarter that means you are losing 60% of your potential or expected revenue. • Start from DAU (Daily active users) to MAU (Monthly active users) in the very beginning, reducing the time span increase your control and follow up. 20XX PRESENTATION TITLE 10
  • 11. RETENTION AND CHURN 20XX PRESENTATION TITLE 11
  • 12. EASY VS HARD ACTIONS • Easy actions: 1. Going from nothing to something (no onboarding to onboarding- no notification to notifications). 2. Focusing on that are already doing well and bringing high-value AUs. • Hard actions: 1. Reactivating dormant users. 2. Making your product awesome by changing button color. 20XX PRESENTATION TITLE 12
  • 13. KPIS TREE AND WHY YOU NEED ONE 20XX PRESENTATION TITLE 13 What is better ? • Improve conversion by 0.5% or reduce customer contact rate by 10% ? • Is 3X delivery worth 2X higher delivery fees?
  • 14. KPI TREE AS A METRICS SYSTEM 20XX PRESENTATION TITLE 14 Why? How?
  • 15. IT’S MAINLY A MATHEMATICAL RELATIONSHIP 20XX PRESENTATION TITLE 15 For more details on this check this video: https://youtu.be/x2fjcabajao
  • 16. TIPS AND TRICKS 1 2 3 4 Be wary of learning specific lessons from different companies (Souq case is different from Jumia case). Don’t optimize what is going well. Get ideas, test them, talk to others, listen to users through direct feedback or behavior using your product. Priotirize according to the stage (in the very beginning you don’t need to think about fraud, spam or confirmation emails for example). 20XX PRESENTATION TITLE 16
  • 17. MAKE IT SIMPLE 20XX PRESENTATION TITLE 17