How do sales KPIs change with a self-serve product?
Compared to a sales-assisted org, your KPIs change with a self-serve product. You want product lead growth that funnels your NRR to feed your MRR that feeds your ARR (Annual Recurring Revenue).
Some of my favorite self-serve product metrics are the following:
*Unique traffic visits
*active trials at any given time
*virality & recommendations received post AHA moment (flywheel effect)
*at what point does a human step in? (support or sales)
*What percentage of your self-serve sign-ups convert to ARR? What steps from Marketing can speed this up?
Compared to a sales-assisted org, your KPIs change with a self-serve product. You want product led growth that funnels your NRR (Net Revenue Retention) to feed your MRR (Monthly Recurring Revenue) that feeds your ARR (Annual Recurring Revenue).
Some of my go-to self-serve product metrics are the following:
- NPS (net promoter score)
- CAC (customer acquisition costs)
- Customer retention
- Customer churn
- Unique traffic visits
- Conversion ratio broken down by marketing event/engagement
- Content vitality
- % of self serve upgrade to sales assisted ARR
- How can Marketing increase this %?
- What are the trends for those upgrades? Can we adjust our Marketing efforts based on this?
- Abandon rate (visit and never return)
- Recontact %
- Escalation to sales assisted communication