Key performance indicators : the 75 measures every manager needs to know

XXVIII, 347 S.

graph. Darst.

24 cm

Includes bibliographical references and index

Introduction -- Financial perspective -- Net profit -- Net profit margin -- Gross profit margin -- Operating profit margin -- Revenue growth rate -- Total shareholder return (TSR) -- Economic value added (EVA) -- Return on investment (ROI) -- Return on capital employed (ROCE) -- Return on assets (ROA) -- Return on equity (ROE) -- Debt-to-equity (D/E) ratio -- Cash conversion cycle (CCC) -- Working capital ratio -- Operating expense ratio (OER) -- Capex to sales ratio -- Price/earnings ratio (P/E ratio) -- Part twocustomer perspective -- Net promoter score (NPS) -- Customer retention rate -- Customer satisfaction index -- Customer profitability score -- Customer lifetime value -- Customer turnover rate -- Customer engagement -- Customer complaints -- Part threemarketing and sales perspective -- Market growth rate -- Relative market share -- Brand equity -- Cost per lead.

ECONIS - Online Catalogue of the ZBW