Customer Hiring Metrics 
Both Sides of the Table
APRIL 4, 2011
Having a set of metrics that you watch & that you feel are the key drivers of your success helps keep clarity. And the more public you can make your goals for these key metrics the better. 4 times / 100 means if a customer uses your app frequently (say 10-20 times / day) then they are crashing nearly every day.
Startup Professionals Musings
JUNE 23, 2021
Yet, as a business consultant, I often find minimal focus on improving employee engagement and assessing their customer-facing performance. For example, I commonly see metrics to keep track of revenue per employee, overtime, and absenteeism, but I don’t often see measures of overall customer satisfaction with individual employees.
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Startup Professionals Musings
NOVEMBER 15, 2019
Even after many years mentoring entrepreneurs and advising businesses, I continue to be surprised by the primary focus on products and processes, and the often incidental attention to hiring and nurturing the right people. It’s the same for customers and products, where analytics have long proven their value.
View from Seed
SEPTEMBER 9, 2014
Many startup CEOs hire COOs or launch companies with a co-founder carrying the title. When should founders hire one? There’s simply too much nuance and too many options, all with varied pros and cons, to suggest a silver bullet in your hiring process. More importantly, A-players attract and hire other A-players.
Startup Professionals Musings
DECEMBER 13, 2019
It’s always tempting to think that more product variations will satisfy more customers and lead to new sales. Some chaos is normal in every new business, but many wait far too long before they install metrics based on “best practices,” and fail to attack obvious bottlenecks with a vengeance. Excessive support and return activities.
SoCal CTO
FEBRUARY 13, 2013
Once you build it, they will now ask you about the key metrics that they need proven in order to see if you really are a good investment. The second bullet, getting feedback from customers is most often not valid either. The real reason to build an MVP is to do early tests of key Startup Metrics for the business.
Both Sides of the Table
APRIL 26, 2016
There has been a lot of public debate over the past several weeks about whether it’s a good thing to be “gross margin positive” or not and commentary always reminds me that some people at startups don’t quite understand financial metrics or even how to think about which ones are healthy. Customer acquisition cost. That bit is easy.
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