Saas Metrics Glossary

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Complete list of all the Saas Metrics startup founders need to learn to master metrics and waht venture capital investors will expect you to know.

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Private: Active Users

Count of users actively interacting with a product over a set period.

Terms

Formula: Users interacting with the product regularly
Purpose: Engaged users
Strategic focus: Core Engagement

Private: Annual Contract Value (ACV)

Average annual revenue value per customer contract.

Terms

Formula: Average annualized contract value per customer
Purpose: Value of annual contracts
Strategic focus: Deal Size Analysis

Private: Average Contract Length

Rate at which a company spends its cash reserves.

Terms

Formula: Gross: Total Monthly Expenses; Net: Expenses – Income
Purpose: Cash runway
Strategic focus: Survival

Private: Average Deal Size

Percentage of nurtured leads that eventually convert into customers.

Terms

Formula: (Converted Nurtured Leads ÷ Total Nurtured Leads) × 100
Purpose: Nurturing effectiveness
Strategic focus: Campaign Optimization

Private: Average Handle Time

Number of unresolved support tickets at any given time.

Terms

Formula: Number of pending tickets
Purpose: Unresolved tickets
Strategic focus: Workload Balance

Private: Average Resolution Time

Average cost incurred to resolve an individual support ticket.

Terms

Formula: Total Support Costs ÷ Number of Tickets
Purpose: Cost efficiency
Strategic focus: Budget Management

Private: Average Revenue per Account (ARPA)

Percentage of recurring revenue retained excluding any expansion revenue.

Terms

Formula: (Starting Revenue – Churn) ÷ Starting Revenue × 100
Purpose: Core revenue retention
Strategic focus: Retention Health

Private: Average Time Between Sessions

Average interval between consecutive user sessions.

Terms

Formula: Average days between sessions
Purpose: Re-engagement frequency
Strategic focus: Habit Formation

Private: Average Usage Frequency

Typical frequency with which an average user engages with a product.

Terms

Formula: Average sessions per user per period
Purpose: Engagement consistency
Strategic focus: Habit Strength
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