Page 66 - CCAP-PS-8 - Citrix Cloud Services Sales Pitch

What KPIs could be of interest for

different stakeholders

Role HRD MKD FD SD CSD LEG PRD

Responsibility Staff Marketing Financial Sales Customer Legal Product
Performance Performance Performance Performance Service Requirements Development

Top 5 • Reduce staff • Customer • NPV • Increased • No. of • Fulfilled • No. of
Outcomes & turnover satisfaction • ROI revenue escalations requirements products and
KPIs • Cost of hire • E-commerce • IRR • Increased • Escalation • Fulfilled services being
• Time to KPIs such as • Payback deal size time compliances digitized
competence shopping • Comparison • Minimize • No. of solved • Maintain legal • No. of new
• Training cost basket size of existing customer escalations assets products and
per employee • Click rates and new retention • Contact ways • Adaption rate services being
• Length of online solution rate • Shorter to new created and
service • Followers • Cost shift • New trouble compliances rolled-out
• Contact calls customers shooting and/or guide • Product
based upon won times lines efficiency
an action • % hardware, • Efficiency • Production
consulting & • “Betriebsrat rates
services (Germany • Product risk
only) ratio
Top 3 Systems Oracle SalesForce SAP SalesForce CallCenter Sol. SAP CAD
/ IT Resources Workday CRM FIN.SYS SAP SAP MS Office SAP
Bullhorn SAP MS Office MS Office CRM Engineering
MS Office MS Office Shared storage Systems

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