A clear roadmap for approaching business problems emerges from a solid analytics framework. Rand Fishkin of Moz demonstrates this expertly using his marketing framework. With the help of Klipfolio and GoSquared, you too can create your very own:
However, a framework is only reliable if you can trust the metrics powering it. Here are three metrics that you can start using with GoSquared and Klipfolio right now:
Track Actively Engaged Time
If you’re anything like me, you’ve probably got at least 10 different browser tabs open in the background. Even though you’re not looking at those tabs, you’re technically still online on those sites. Therefore using the ‘average time on site’ to infer engagement is extremely misleading. Instead, GoSquared calculates the ‘Actively Engaged Time’ on your site by first detecting if your site is in the foreground. Then we continually ping the visitor to check for scrolling and clicking events.
Track that initial Wow moment
With People CRM you can track the metrics that matter to your business on a individual user level. Every site has a unique wow moment. For example, an online shoe shop would want to monitor the number of customers who use the custom shoe builder. Or a SaaS business would want to track the number of customers who have gone on to use feature “X” AND feature “Y” in the last 7 days since signing up for a trial.
Are you customers just purchasing once and not coming back? Is the initial Wow of your app no longer as impressive? Monitoring customer retention, or churn, is one of the most important metrics you should be tracking. Fortunately with People CRM it’s easy to calculate this with just two filters. Is the customer who made a purchase still visiting the site 30 days later. Is the business that signed up for a SaaS app still using feature “X” in the last 7 days. If you spot churn increasing you should address this straight away, perhaps a simple bug is causing immense customer frustration.
Create your own dashboard
To set up the dashboard simply head to Klipfolio and if you need a hand in creating the metrics and Smart Groups in People CRM we will be more than happy to help.