7 examples of Customer Engagement Team metrics and KPIs
What are Customer Engagement Team metrics?
Crafting the perfect Customer Engagement Team metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
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While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Customer Engagement Team metrics and KPIs
The cost associated with acquiring a new customer, calculated by dividing all marketing expenses by the number of new customers acquired.
What good looks like for this metric: Typically between $200-$300 for B2C and $500-$1,000 for B2B
Ideas to improve this metric
Optimise marketing channels for cost efficiency
Improve targeting to attract high-value customers
Enhance marketing automation to reduce manual efforts
Utilise A/B testing to refine strategies
Negotiate better deals with marketing vendors
2. Customer Lifetime Value (CLV)
Predicted revenue that a customer will generate over their lifetime, calculated by multiplying the average purchase value by purchase frequency and average customer lifespan.
What good looks like for this metric: Benchmarks vary by industry, but CLV should ideally be 3 times CAC
Ideas to improve this metric
Develop loyalty programmes to increase retention
Upsell and cross-sell to existing customers
Enhance customer support for better satisfaction
Personalise customer experiences to boost engagement
Collect feedback to address pain points
3. Conversion Rate
The percentage of website visitors who take a desired action, calculated by dividing the number of conversions by the total visitors and multiplying by 100.
What good looks like for this metric: 2% to 5% is considered average across industries
Ideas to improve this metric
Optimise landing pages for clarity and actionability
Use clear calls-to-action (CTAs)
A/B test web page elements
Enhance website speed and usability
Target high-intent keywords in PPC and SEO strategies
4. Return on Marketing Investment (ROMI)
Measures the effectiveness of marketing campaigns by comparing the revenue generated to the cost of the campaign.
What good looks like for this metric: A ROMI above 5:1 is desirable
Ideas to improve this metric
Set clear campaign objectives and KPIs
Refine audience targeting to improve precision
Leverage data analytics for informed decision making
Focus on high-ROI channels and content
Conduct post-campaign analysis to measure outcomes
5. Social Media Engagement Rate
Measures the level of interaction on social media posts, typically calculated by dividing total engagement (likes, comments, shares) by total followers, then multiplying by 100.
What good looks like for this metric: 1% to 5% engagement rate is average depending on platform
Ideas to improve this metric
Create content that resonates with the audience
Engage with followers consistently
Use interactive content like polls and Q&A sessions
Collaborate with influencers to expand reach
Analyse engagement metrics to refine content strategy
Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
Tability's check-ins will save you hours and increase transparency
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