- Key Performance Indicators or KPI is a set of measurements used
to gauge company's overall performance not only financial
performance like company's success versus targets and objectives
achieved
- It can be financial as well as anecdotal like footfall
in-store, customer repetition, employee retention, attrition rate,
etc
- In financial it includes the profit margins, top-line,
bottom-line, and current ratios. But it is not restricted to only
these parameters but the company's relationship with customers and
employees is equally important.
- CLV (customer lifetime value) is a key metric followed to gain
customer satisfaction and value generated from it.
So, KPI include quantitaive as well as qualitative parametrs
which covers the whole organisation in various aspects.