Andrew Chen

JULY 10, 2018

To lead off this list, my colleague @jeff_jordan has an awesome preso that covers everything from the marketplace “wheel” – network effects, and how they’re different than ecommerce products. Andrei Brasovean (Accel) gives a comprehensive list of Marketplace metrics. How to think about frequency and retention?

Metrics 110

Metrics eCommerce Retention SaaS 110

Andrew Chen

DECEMBER 20, 2016

[Andrew: Paid marketing remains an integral part of many products’ acquisition channels, and one of the key metrics is Cost of Customer Acquisition, which is a nuanced calculation with lots of gotchas. Dollar Shave Club and the Case of Subscription Ecommerce – Support, Shipping for Free Trial?

SaaS 111

SaaS Sales Sales B2C 111

Vantage Circle

MAY 20, 2022

Applicants increasingly look to diversity metrics, especially younger Gen Z workers who are more concerned about the ethics of their employers. Metrics to consider include: Recruitment funnel performance (applicants, interviewees, which candidates dropped out at which stages). Retention and turnover.

Inclusion 98

Inclusion Diversity eCommerce Recruitment 98

Andrew Chen

MAY 14, 2018

Those working in growth and retention must continually seek “fresh powder.”. First zero in on a strategy for achieving your desired outcome , and then pick high quality metrics to validate your tests. The interesting early story there is that they had amazing retention but not a lot of top-line growth.

SaaS 71

SaaS B2B Retention eCommerce 71

Brian Balfour

MARCH 21, 2017

Averages are useless Most benchmark reports show you metrics in the form of averages, medians and standard deviations. Same metric, different measurement CAC is CAC, LTV is LTV, Churn is Churn, right? Different businesses measure the same metric completely differently even if they are in the same industry category.

Benchmarking 40

Benchmarking Metrics eCommerce SaaS 40

Harvard Business Review

SEPTEMBER 11, 2017

Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.

Scaling 15

Scaling SaaS Engineering Metrics 15

Andrew Chen

NOVEMBER 1, 2018

While there were people thinking about user acquisition and ad tech, and some early consumer teams (like Eric Ries’s IMVU) thinking about cohort curves to mention retention, it hadn’t been centralized into a team that could execute against it. Thinking about new user experience, engagement metrics, and other important concepts.

Metrics 111

Metrics Scaling Marketing Accounts 111