CS KPI Framework and Metric Dictionary

Agree on what you measure, how every number is calculated, and who acts when it moves.

Ask three people in your company for last quarter's net revenue retention and you will probably get three different numbers. Every one of them can defend their math, so the board meeting turns into a debate about whose number is right, and the conversation you actually needed never happens. This workbook gets everyone on one agreed set of numbers, calculated the same way.

The Framework tab starts with 22 common KPIs across retention, expansion, value, adoption, engagement, customer experience and operational efficiency. Each one is tagged leading or lagging, with the question it answers, a target, an owner and a status. The Dictionary holds the exact formula, the cohort rules, the data source and the date the definition was approved. Governance sets the review forum, the cadence, when it escalates and what the owner has to do when it does. The Summary flags missing owners, missing targets, unapproved definitions and overdue reviews, and that list becomes your to-do list.

What's included

• CS KPI Framework and Metric Dictionary template in Excel, plus a make-a-copy link for Google Sheets

• 6 tabs: start here, framework, dictionary, governance, summary and lists

• 22 starter KPIs to keep, cut or rewrite, each with a definition and formula

• Governance with owners, review forums, cadence and escalation rules

• A step-by-step PDF guide with made-up examples, leading and lagging pairs to start with, a four-week build plan and the mistakes to avoid

• A Steal This KPI framework check

Who it's for

CS leaders, CS Ops and RevOps teams who need Finance, the CEO and the board looking at the same numbers.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the Metrics and Board Bundle: 8 templates for $79, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.