Customer retention is an important KPI that is typically used in the boardroom and at management team meetings. The KPI looks straightforward but in reality is not. How do you correctly calculate the retention of customers and what are the lessons learned? Read about our experience on how to measure retention at Mirror42. Read more
Read my expert article on KPI Library on two approaches in enabling business performance management:
I see two common approaches in enabling business performance management. The first is bottom-up: you have data from various systems, you marry them together, and you have a common set of business data, on which you base your reports and KPIs. The second approach is top-down: you first define what your data needs are, and then you try to figure how to get the data, if and when it exists.
Read Karel’s expert article on KPI Library on how to set realistic targets for Key Performance Indicators (KPIs):
One of the most difficult parts of Performance Management is to come up with realistic targets for your KPIs. I have seen many people confuse company goals with KPI targets.