How do you measure success?

[SenseiSteve]

I stumbled across this phrase, "you cannot manage what you cannot measure" as I was reading about managing power consumption in data centers, and it occurred to me that this applies to all facets of business.

What is measurable in the web hosting industry?

In a simple answer – everything is measurable. How you manage those measurements often determines the success of your business.

Aside from eCommerce conversion ratios and customer satisfaction surveys, what measurable metrics are important in this industry?

 

[bigredseo]

Aside from eCommerce conversion ratios and customer satisfaction surveys, what measurable metrics are important in this industry?

So much stuff to measure Analytics for sure, but going beyond that looking at the number of tickets submitted which hopefully decreased as you have an awesome Knowledgebase. Comparing that against analytics for usage is something we always did. Same with Live Chat, but it's different these days.

Uptime/Downtime, response time, critical response time, customer responses, etc - those are all factors to help measure success. Customer churn is usually a negative measurement, but there can be times where you re-gain a previous customer, and that's a huge win, usually.