Net Promoter score - how likely a customer will recommend customer profitability score - how much profit does individual customers bring to business after costs customer retention rate - loyalty and churn conversation rate - how well prospectives are turned into customers relative market share - how big a share of the pie do you have revenue growth rate - rate of increase of income net profit - income minus expenses net profit margin - percentage of revenue that is profit gross profit margin - profit generate per X of sales operating profit margin - operating income divided by revenue Return in investment - how much X investment generates in new income cash conversion cycle - how long it takes for ROI to happen capacity utilisation rate - how saturated are you resources?