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cote : metrics   40

Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries
It’s behavioral intention vs. satisfaction. Another reason for why the NPS correlations with growth were nominally higher is because the NPS is a measure of behavioral intention (likelihood to recommend). In contrast, the ACSI is a measure of attitude. While attitudes do predict behavior, they tend to predict behavior through behavioral intentions. This idea is also supported by Pollack & Alexandrov (2013), who argue that satisfaction can be seen as an antecedent to repurchase intentions.
Metrics  nps  customerexperience  links  via:Workflow 
9 weeks ago by cote
Waste Management dumps legacy processes, drives digital change | CIO
We saw a spike of over 70% points for our new monthly bill-pay option. In the past, we’ve said that monthly billing is not convenient for us, but our customers told us that’s what they want. When we gave it to them, they rewarded us with an auto bill-pay rate that spiked, which is important because autopay is a leading indicator of how long a customer will stay with us. We saw a 40% jump in ecommerce revenue almost overnight. We are now levering those learnings in our commercial markets.
metrics  proofpoints  digitaltransformation  cases  links  via:Workflow 
9 weeks ago by cote
What Cloud Vendors Really Want From Their Customers
How much a customer spends on an annual basis is absolutely an indicator of strength, both internally and to the market. It is also a clear indicator of being able to effectively execute to the often-publicized overarching objective of expanding the customer base’s portfolios of products over the course of the relationship and since inception. Cloud vendors and the analysts that cover them also know that as the annual spend rises, the baseline spend grows, which can be hit with an increase at renewal.
pricing  cloud  gtm  metrics  vendors  links  via:Workflow 
10 weeks ago by cote
How the subscription paradigm flips the cloud financials market
In the subscription world, you must understand the lifetime relationship with the customer - all the upsells and renewals and how they all build on one another. You also must understand the revenue, billings, and cash derived from those-again, over the entire lifetime of the customer relationship.

In an ASC-606 world, you must track all performance obligations, which is a fancy term for your promises - both the ones explicitly written in your customer agreement and all those pesky side terms that your sales rep slipped into the free-text field on the quote. You must also know all the implicit promises that people make in the deal or that have become ingrained in your business processes.
Accounting  metrics  finance  saas  cloud  links  via:Workflow 
july 2019 by cote
Adobe Summit 2019 analysis – CX hype is countered by Chegg’s digital turnaround story
Chegg isn’t digital-only today. They still ship five million textbooks a year – but their mission has changed. And, as Narayan pointed out, they now need new metrics. Rosensweig said those metrics include subscriber growth, revenue growth, engagement, renewal, and conversion rates. But there’s an underlying metric: create something awesome.


What we learned was you not only have to get them to subscribe, you [also have to] lower your cost to customer acquisition, which at one point for us was 27 dollars. Now it’s $3.50. Our renewal rates were 63 percent; they’re now in the mid-80s for a monthly renewal.
Adobe  UX  marketing  education  cases  metrics  links  via:Workflow 
march 2019 by cote CIO interview
> The strength of our IT department is that IT is fully integrated in our organization. About 400 IT people or engineers work at, and they are organized as much as possible in about 70 small, multidisciplinary and self-managing teams. We see that that works best. These teams build features for our customers or partners. These innovation teams are supported by an IT ecosystem that facilitates them in the flexible and fast construction and running of software. Our IT engineers are therefore not together in one department, but spread over the entire company. The IT is thus integrated into the business. In fact, we strive that there is no difference between business and IT.

In Dutch, translated by Google above.


> If you work in a start-up, you will see more quickly what you contribute to the result. If you work at a large company, the danger is that you become a cog in a larger whole and no longer see what impact you are making.
netherlands  leadership  metrics  retail  interviews  cio 
february 2019 by cote
Evidence-Based Management Guide
It’s all about that Unrealized Value.
metrics  innovation  books 
january 2019 by cote
Pivotal and New Relic Deliver Visibility, Value, and Velocity
A nice listing of some metrics to monitor out of the box in PCF, and just performance metrics, but meatware and product related stuff too.
partnerships  pivotal  newrelic  PivotalCloudFoundry  monitoring  metrics  5ss 
october 2018 by cote
Defense Innovation Board proposes new metrics for assessing DOD software development
"The metrics can be broken down into four broad categories — deployment rate metrics, response rate metrics, code quality metrics, and program management, assessment, and estimation metrics.  The DIB also provides general timeframes for what a “good” score looks like for each metric."
mil  metrics  DevOps  digitaltransformation 
august 2018 by cote
Preliminary Analysis of the Site Reliability Engineer Survey
If the response takes too long to get to your phone, the system might as well be "unavailable":

'If a page takes too long to load a user will consider it to be unavailable. I realized after the fact the nuances of this were not considered in the phrasing of one of our questions. We asked “What service level indicators are most important for your services?” Three of the options were end-user response time, latency, and availability. I view availability as the system up or down, latency as delays before a response is generated and end-user response time as how long before the user received the information they wanted. If an error message appears or the page fails to load, an application is unavailable. If a page takes 10 seconds to load, it’s available but incredibly frustrating to use. For SREs availability means more than is a system up or down. If the response time or latency exceeds a certain threshold the application is considered unavailable.'
sre  monitoring  metrics  itmanagement  availability  SLAs  suveys 
july 2018 by cote
Monitoring SRE's Golden Signals
Lists out how to get the metrics from various systems and software.
sre  monitoring  metrics  itmanagement 
july 2018 by cote
How to Monitor the SRE Golden Signals
[Summary from the post of metrics to use:]

Rate — Request rate, in requests/sec
Errors — Error rate, in errors/sec
Latency — Response time, including queue/wait time, in milliseconds.
Saturation — How overloaded something is, which is related to utilization but more directly measured by things like queue depth (or sometimes concurrency). As a queue measurement, this becomes non-zero when you are saturated, often not much before. Usually a counter.
Utilization — How busy the resource or system is. Usually expressed 0–100% and most useful for predictions (as Saturation is probably more useful). Note we are not using the Utilization Law to get this (~Rate x Service Time / Workers), but instead looking for more familiar direct measurements.
devops  metrics  sre  monitoring 
july 2018 by cote
More Firms Look for Revenue Boost from Tech Innovation, CIOs
“In a survey of 767 business executives at tech-focused firms around the world, revenue growth was cited as the top metric to measure the success or failure of tech innovation in their organizations, followed by market share and return on investment, KPMG said this week.”
digitaltransformation  surveys  metrics 
may 2018 by cote
Q&A on the Book Agile Management
“Most of the available maturity models measure the degree to which the agile techniques and tools are deployed. I prefer to look at it from a different angle. First, define what your most important performance indicators are with respect to agility. For instance, time-to-market, employee satisfaction, customer satisfaction, and so on. Then benchmark these, if possible. And also follow their development over time, to determine whether they are improving or not.”
books  agile  metrics  interviews 
april 2018 by cote
How to build a business case for DevOps transformation
“Here are a few signs that your company should consider transitioning to DevOps:

Does it take a long time to deliver features?
Are features underutilized?
Do you not know the utilization of features?
Do you have downtime during maintenance or deployment windows?
Do your customers tell you your site is down before you know it?
Do outages occur repeatedly for the same reason?
Are customer feature requests implemented in a way that doesn't actually fulfill the customer's needs?”
devops  roi  digitaltransformation  management  metrics 
march 2018 by cote
The Practice and Future of Release Engineering
Some metrics and practices used for releasing, and QA'ing.
KPIs  canarydeploys  metrics  releasemanagement  CICD  qa 
july 2015 by cote
A mile wide, an inch deep — Medium
We pay more attention to time spent reading than number of visitors at Medium because, in a world of infinite content — where there are a million shiny attention-grabbing objects a touch away and notifications coming in constantly — it’s meaningful when someone is actually spending time. After all, for a currency to be valuable, it has to be scarce. And while the amount of attention people are willing to give to media and the Internet in general has skyrocketed — largely due to having a screen and connection with them everywhere — it eventually is finite. That seems like a useful metric. See also:
via:ifttt  from:tumblr  metrics  publishing  attention  medium  content  link  tumblr:link 
january 2015 by cote
[#500Distro] The Only Metric That Matters
Doesn't look half bad. Of course, once you exit the startup scene the only metric that matters in profit.
metrics  BizDevOps  presentations  startups 
august 2014 by cote
Agile 2014- Metrics driven development and devops
This looks like a great presentation from @ernestmueller and @iteration1. Agile 2014- Metrics driven development and devops from Karthik Gaekwad I’m told this talk is good too.
via:ifttt  from:tumblr  DevOps  presentations  metrics  DailyWrap  link  tumblr:link 
july 2014 by cote
Distimo - Why distimo?
Analytics across many different AppStores: "We provide tools & reports to get the most out of all mobile app stores. Monitor your own and competing apps in one central place. Learn from the competition. Get extensive reporting from important developments in different app stores."
metrics  iphone  AppStores  mobile  via:twitter 
july 2009 by cote
Y Combinator’s Mixpanel Takes Stat Tracking Beyond Google Analytics
RIA (tools) vendors need to offer this as a service to differentiate their platforms.
ycombinator  abtesting  metrics  tracking  development  riaweekly 
july 2009 by cote
Crap4j Home
"Helping you find crappy Java code since Monday, October 1, 2007."
java  development  reports  metrics 
march 2009 by cote
Enterprise 2.0 apps seen as useful but confusing to business
"When asked what was the largest barrier to Enterprise 2.0 adoption, about 42 percent cited 'a lack of a business case' as the main reason." Someone needs to go dust off those email/Lotus Notes "business cases" and do a search and replace on 'em.
enterprise2.0  metrics  procurement 
may 2008 by cote
"Know Your Customer, Use Your Data" webinar
eVapt webinar on June 12th at 2PM Eastern. I suspect it'll be about using customer usage information, subscriptions, and other data for SaaS money-making.
evapt  redmonkclients  saas  backoffice  billing  metrics 
may 2008 by cote
Measuring the Success of Your CMDB
Figuring out how to measure the success of an CMDB install. Seem like a difficult nut to crack as you need the top, user-facing layer as well. Nonetheless, some good thinking.
via:ryanshopp  cmdb  roi  numbers  metrics  itmanagement  itil  EMA 
may 2008 by cote
100% Cotton: BSM from the CEO Perspective
BSM is all about measuring and reporting IT in such a way that a VP of Sales, the CFO and CEO can all easily grasp what IT is doing for them and the business as a whole.
via:dmcclure  bsm  itmanagement  firescope  metrics  reports  enterprisey 
november 2007 by cote
Metrics As A Side Effect - Or, tuning agile by learning from Twitter
"You can report on the data, but the data will only be accurate if you have an effortless way to update the items you are working on."
twitter  agile  metrics  prjmgmt  lean 
april 2007 by cote
Case in Point: Performance Management Grows Up
"It's saving time -- because we can spend more time now reviewing what's been done, as opposed to just consolidating and getting a corporate view -- and it's also making the data more reliable."
bpm  examples  cases  business  metrics  performance  creditunion 
december 2006 by cote
Full-time equivalent
"[A] way to measure a worker's productivity and/or involvement in a project. An FTE of 1.0 means that the person is equivalent to a full-time worker."
wikipedia  fte  metrics  work  bpm  business 
december 2006 by cote
Case in Point: Consolidating BPM in a Complex Enterprise - BPM Magazine
"For example, our power plants might have to decide, 'Is it cheaper to run the plant, or is it cheaper to go buy the electricity somewhere else?'"
bpm  performance  metrics  enterprisesoftware  examples  cases  ConstellationEnergy 
december 2006 by cote

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