Resources
Active Users are individuals who have interacted with an application or platform within a specific time frame, such as daily active users (DAU), weekly active users (WAU), or monthly active users (MAU)
Adoption Rate is the percentage of users who have adopted a product, feature, or update out of the total user base
ARPU is calculated by dividing total revenue over a period by the number of active users or customers during that same period
Benchmarks vary significantly by segment, company stage, and contract type
Cohort Retention is a measure of how many customers from a specific cohort, or group, continue to use a product or service over time
Conversion Rate is a metric that measures the percentage of users who take a desired action
Cross-Sell Ratio is a metric that measures the average number of different products or services sold per customer within a software ecosystem
Customer Acquisition Cost (CAC) is a metric that represents the total cost of acquiring a new customer
Customer Effort Score (CES) is a metric that measures the ease of interaction with a product or service from the customer’s perspective
Customer Engagement Score is a composite metric that measures the degree and depth of a customer’s interaction with a software product
Customer Health Score is a metric that provides a comprehensive view of the health or status of a customer relationship
Customer Lifetime Value (CLTV) is a metric that represents the total net profit a company makes from any given customer
Customer Retention Cost (CRC) is a metric that represents the total cost of activities and initiatives a company undertakes to reduce customer churn and retain customers
Customer Satisfaction (CSAT) Score is a metric that measures how satisfied customers are with a company’s products, services, or experiences
Gross Monthly Recurring Revenue (MRR) Churn Rate is a metric that measures the percentage of MRR lost from churned customers in a given period
Gross Retention is a metric that measures the percentage of recurring revenue retained from existing customers, excluding any upsells or cross-sells
Monthly Active Users (MAU) is a metric that measures the number of unique users who engage with your software product at least once within a month
Monthly Recurring Revenue (MRR) is a metric that measures the total predictable revenue that a company can expect to receive on a monthly basis
Net Dollar Retention is a metric that measures the percentage of recurring revenue retained from existing customers over a given period, taking into account upsells, cross-sells, downgrades, and churn
Net Monthly Recurring Revenue (MRR) Growth Rate is a metric that measures the month-over-month percentage increase in net MRR
Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction
NRR provides insight into customer satisfaction and the effectiveness of a company’s upselling and retention strategies
Renewal Rate is a metric that measures the percentage of customers who choose to renew their subscription to your software product at the end of their contract period
Repeat Purchase Ratio is a metric that measures the percentage of customers who have made more than one purchase or subscription renewal with your software product
Revenue Churn, also known as MRR (Monthly Recurring Revenue) Churn, is a metric that measures the loss of revenue due to customers downgrading or canceling their subscriptions to your software product
Revenue Retention is a metric that measures the percentage of recurring revenue retained from existing customers over a specific period
Time to Value (TTV) is a metric that measures the amount of time it takes for a customer to realize value from your software product after purchase or subscription
Trial Conversion Rate is a metric that measures the percentage of users who convert from a free trial of your software product to a paid subscription