General Manager Metrics

The percentage of eligible users actively using an AI tool or feature within a given period (daily, weekly, or monthly). Measures whether AI investment is reaching real workflows — license counts and deployments alone don't.

Backorder rate is the percentage of customer orders that cannot be fulfilled immediately because the requested item is out of stock but expected to be available. It measures how well inventory keeps pace with demand and signals gaps in forecasting, replenishment, or supplier reliability.

The Cash Conversion Cycle, also knows as Cash-to-Cash Cycle Time, is the time between when a business pays its suppliers and when the business receives payment from its customers, usually expressed in days. Keeping active tabs on your Cash Conversion Cycle will aid you in monitoring your finances as cash flows in and out of your business.

Customer Acquisition Cost (CAC) is the cost a business incurs to acquire a new customer. This includes the fully loaded costs associated with sales and marketing to attract a potential customer and to convince them to purchase, divided across all new customers.

Customer Lifetime Value (LTV) represents the total net revenue a business can reasonably expect to generate from a single customer account throughout the entire duration of their relationship. This metric goes beyond simple transaction analysis by incorporating customer retention patterns, purchasing frequency, and profit margins to provide a comprehensive view of customer economic value. LTV serves as a cornerstone metric for strategic decision-making, enabling businesses to optimise acquisition spending, prioritise retention efforts, and identify high-value customer segments that drive sustainable growth.

CSAT is a measure of how satisfied customers are with a company's products or services, most often collected through a survey. It captures customer perception at a specific point in time and is one of the most widely tracked customer experience metrics because it is simple to collect, easy to interpret, and flexible enough to apply at both a granular and aggregate level.

Decision Velocity is the average time between a business question being asked and a decision being made on it. Used to measure whether AI and analytics tools are actually shortening the path from data to action.

Employee Turnover Rate is a human resources metric that measures the percentage of employees who leave an organization over a specific time period, such as a month, quarter, or year. It includes both voluntary departures, where an employee chooses to leave, and involuntary departures, such as termination or layoffs. The metric helps organizations understand the stability of their workforce, identify potential issues in the workplace, and assess the effectiveness of their retention strategies. A high turnover rate can signal underlying problems within the company, while a low rate generally indicates a stable and engaged workforce.

Full-Time Employees are permanent staff members who typically work more than 30 hours per week or four days weekly, depending on your organisation's definition and local labour standards. Unlike temporary, seasonal, or contract workers, full-time employees represent your core workforce with ongoing employment relationships. In most jurisdictions, full-time employees are entitled to comprehensive benefits including healthcare coverage, vacation pay, statutory holidays, and other employment standards protections as defined by local labour laws.

GMROI is a retail and supply chain metric that measures how much gross profit a business earns for every dollar invested in inventory. It combines profit margin and inventory turnover into a single number, helping retailers identify which products and categories generate the strongest return on their inventory investment.

Inventory carrying cost is the total expense a business incurs to store and maintain unsold inventory over a given period, expressed as a percentage of inventory value. It includes capital costs, storage, insurance, taxes, and inventory risk such as spoilage or obsolescence. Most businesses see carrying costs between 15% and 30% of total inventory value. Tracking this metric helps optimize reorder quantities, reduce overstocking, and protect profit margins.

Inventory Turnover measures how often a business sells through its entire inventory within a given period. It is a key efficiency metric used to evaluate pricing strategy, product demand, and purchasing decisions, and is especially critical for businesses handling perishable goods.