The Most Important Metrics to Track for Implementation

When measuring the performance of a Software-as-a-Service (SaaS) implementation, there are several metrics that should be tracked to ensure the system is running optimally.

The most important factors that I evaluate teams that I work with are:

• Time To Launch. This is the be-all end-all.

• Amount of $ in Implementation

• Duration

• Project Profitability

• CSAT Post Implementation

As I mentioned previously, customers put tremendous focus on time to launch. It is important to track the amount of time it takes from initial contact with a customer to launching a SaaS solution. You are most likely replacing an existing solution, and the customer does not want to pay for 2 vendors at the same time. Oftentimes, you are part of a larger initiative, and the project is a factor that is needed for marketing spend, press releases, or deadlines that cannot be missed. And in this economy, people want to see the solution that they are paying for in place sooner rather than later.

A critical factor over the last few years has been the amount of ARR that is in implementation. This can be a critical number when companies need to wait until the customer is launched in order to “start the ARR clock.” If this is you, you must be running an incredibly efficient team. If your team has been selling “30 day launches”, you need to ensure that is the case 95% of the time. Otherwise, your finance team will be crushed by being unable to bill and recognize revenue when they forecast it.

Somewhat tied to the above is the Project Duration. This is a key marker to judge how your team and processes are running. If a customer asks in presales how long that it will take, and you cannot answer because of the variability, things need to change. Ideally, you have a few different project types based on the difficulty level, and you can launch each of them to 95% of the estimated duration. Yes, you will have customers that can hard to work with and miss deadlines, but a tight SOW and good project management can fix the majority of this.

As an implementation team leader, you understand that the success of your organization relies heavily on your ability to execute successful projects. Projects that meet client expectations on time, within budget, and deliver the desired ROI. In today's dynamic market, your customers are not just purchasing a piece of software but buying into a user experience that promises to fuel growth and increase efficiency. Thus, ensuring project profitability is essential to keep your SaaS business sustainable, competitive, and profitable. In this article, we'll explore the most significant factors that impact project profitability and how your organization can overcome them.

The more efficiently your team works on assigned tasks, the better the chances of meeting project goals and achieving project profitability. Effective resource management processes, including proper task delegation, training, and performance evaluation, can help maximize work productivity and reduce time spent on reworks and errors.

Achieving project profitability requires more than just delivering a product or service; it's about ensuring that every aspect of the project operates effectively and efficiently cohesively. Your organization's profitability alignment depends on the ability to rally the right talent for each project, apply best practice methodologies, and use critical project management tools to ensure every project delivered is profitable.

If you do all of the above, the last (and arguably the most important metric) should be easy to nail. Asking your customer for their satisfaction score is a critical metric to execute on and track. When you do this, make sure that you are not letting the customer’s reaction to software outweigh their opinion on the actual implementation. A great project manager can get amazing results for even the crappiest of software.

But the opposite is true as well.