What is an important KPI that you see revenue operations teams completely missing?

Most of the time, you can find rev ops teams being the busiest teams. There is usually no downtime as in sales; there is a quarterly cycle, and planning happens every six months (or a year). As leading a rev ops team, I value the two metrics below that some teams tend to deprioritize. % of time spent firefighting (or responding to ad-hoc tasks) vs. working on big rocks that help move the business forward. In many cases, I see teams at 80/20. Ideally, it should be the other way around, but if you ...Read More

This is a tough question to answer! Though not intentional, as a Post-Sales RevOps leader, I can share - clearly understanding the drivers of churn and especially breaking down what is addressable and what is not is something that is often not prioritized. Having a clear framework to categorize churn - product driven, experience driven, customer driven, macro-driven etc helps an organization design plays to address the addressable, improve overall CX and this can go a long way in delivering the ...Read More

GREAT question. The biggest gap I often see when it comes to KPIs is not including personnel characteristics. Things like tenure, time in role, geographic distance to customer, etc. can have a HUGE impact on an AEs ability to sell. While it is often up to the sales leaders to identify these types of issues in their teams, strategy/revenue ops can help identify trends in organizations at large. For example, if 65% of your sales team was hired in the last 12 months and you have seen a marked decre ...Read More

Identifying preventable churn from the non-preventable churn and focusing on second-order revenue.  Everyone is going to see churn trend up this year while things normalize, which is going to make a lot of Rev Ops teams panic and try to solve everyone’s concerns with the same level of urgency. Rev Ops teams and specifically Customer success teams need to go into triage mode and determine which customers are really worth trying to save. Not every customer is worth saving and that will be a hard p ...Read More

An often-overlooked but crucial KPI for Revenue Operations teams is Customer Success and Engagement Metrics, particularly post-sale. While many RevOps teams are adept at tracking pre-sales metrics like pipeline velocity, lead conversion rates, and sales cycle length, there's a tendency to overlook metrics that gauge customer health and engagement post-purchase. The health of your customer base directly impacts recurring revenue, upsells, and cross-sells. In businesses, especially those with a su ...Read More

One area we could invest more in is understanding and measuring customer value. It’s often difficult to align on a measure of value that’s not only agreed upon between the customer and the service provider but easy to access and report on.   Being able to report on value could make it easier to predict customer health and retention. Additionally, in a world where AI will likely make us all more efficient, I can see where even how we price our products would be much more driven by the value provi ...Read More

I don't think RevOps teams are completely missing anything, though that has to be a company-by-company assessment. In my experience, there are two places RevOps could place more emphasis than seems typical to provide better visibility into the performance of the business. 1) Provide more insight into rep-customer relationship "quality." With tools like Gong, activity tracking, and applications of GenAI to summarize customer interactions at scale, there is an opportunity to get deep into the qual ...Read More