© 2017 Impartner. All rights reserved.

No Really, What Should

We Be Measuring?

Ryan Bott - Head of InsideSales and Channels - Impartner

$150M cost to change the bins

..but this was only 10% of the cost of delayed flights from 2010-2015

Cause?

2014: the year that

overhead luggage sales

surpassed checked

luggage sales

What is causing the

disruption?

10% growth = 1X in value

1. Services

2. Mobile

3. On Demand

SERVICES

SERVICES

sales

MOBILE

MOBILE

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ON DEMAND

19

ON DEMAND

pick a number 1-10

multiply that number by 9

Take the sum of the

numbers and add

them together. ie: 25 is 2+5= 7

Subtract 5

Convert that number

to a letter in the

alphabet

ie: 1 is A, 5 is E..

Choose a country

with that starts with

that letter

9x4=36 (3+6=9)

9x10=90 (9+0=9)

9x5=45 (4+5=9)

…

5 Numbers to Predict

Success in This New

Economy

#1) Net Promoter Score

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Track Client NPS by Partner

34

#2) Churn

Impact of Low Churn

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Lost

Track Client Churn by Partner

PartnerCase support. One team

VendorClient Success teams. Open

cases.

Who Is Responsible for Churn?

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5% 10% 20%

Pay Partner for Reduced Churn?

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Churn from Partner Revenue

#3). Number of New

Deal Registrations

It’s All Revenue..

#4). Customer

Acquisition Cost (CAC)

sum of total partner resource costs

from sales & marketing

number of customers acquired with

partners

How to Track CAC of Partner $

#5). Engagement

number of unique

logins per partner

per month

number of total

sales/marketing

people at partner

number of deal

registrations

number of total

partners

How To Track Engagement

1). NPS

2). Churn w/partner

3). # New Deal Registrations

4). CAC

5). Engagement