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Key Performance Indicator‘scheme’
(c) 2012 Denis Doeland / DDMCA | All Rights Reserved | contact: [email protected]
(c) 2012 Denis Doeland / DDMCA | All Rights Reserved | contact: [email protected]
Key Performance Indicators
✓ Followers✓ Fans✓ Connections✓ Mentions✓ Reach✓ Bookmarks✓ Inbound links✓ Subscribers
Distribution
✓ Retweets✓ Forwarding✓ Sharing✓ Comments✓ Like or Rate✓ Reviews✓ Contributors✓ Page views✓ Unique visitors✓ Traffic generated✓ Time on site✓ Response time
Interaction Influence ROI/ROE Internal
✓ Sales revenue✓ Registered users✓ Issues resolved✓ Resolution rate✓ Number of leads✓ Cost of lead✓ Conversion rate✓ Cost of sale✓ Revenue✓ Lifetime value ✓ Support cost ✓ Share of repeat✓ Transaction value✓ Money in the bank✓ Net profit, etc
✓ Posts✓ E-books✓ Presentations✓ Videos✓ Photos✓ Updates✓ Tweets✓ Forum posts✓ Marketing budget✓ Staff payroll✓ Development costs
✓ Conversation✓ Net Promoter✓ Satisfaction✓ Sentiment✓ Evangelists
What is the output of your Social Media team? How’s your Social Media team performing?
How many sales and results do you get from Social Media? What will be the cost of specific Social Media interaction?
How does sentiment change due to the Social Media activities? Are your fans and followers satisfied about brand, service or product?
How likely are followers going to engage? Is your message spread around? Do your fans and followers interact with eachother?
What social media channels are you using? How can people reach you? Are you visible?
A performance indicator or key performance indicator (KPI) is an industry jargon for a type of performance measurement. KPIs are commonly used by an organization to evaluate its success or the success of a particular activity in which it is engaged. Sometimes success is defined in terms of making progress toward strategic goals, but often, success is simply the repeated achievement of some level of operational goal (for example, zero defects, 10/10 customer satisfaction, etc.).
Because of the need to develop a good understanding of what is important, performance indicator selection is often closely associated with the use of various techniques to assess the present state of the business, and its key activities. These assessments often lead to the identification of potential improvements; and as a consequence, performance indicators are routinely associated with ‘performance improvement’ initiatives.
Denis DoelandManagement, Consultancy & Advies
P: +31 20 4272880M: +31 6 13520250
E: [email protected]: linkedin.com/in/denisdoeland
T: @denisdoelandW: denisdoeland.com
W: ddmca.com
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