Reactivation MRR is the total amount of recurring revenue generated from reactivated customers who had previously cancelled services and have resumed a subscription within the current tracking period.

Return on Incremental Invested Capital is an efficiency metric used to measure the change in earnings as a percentage of incremental investments.

Sales Cycle Length is the count of the number of days or months it takes on average to close a deal. This metric can be helpful when creating sales forecasts, measuring sales efficiency, and speaking with investors. It is often referred to as the Average Deal Cycle and is usually expressed in months.

Lift in Spend is a loyalty metric that calculates the increased spend per customer or groups of customers across two periods.

Ticket Reopen Rate (RR) is the percentage of solved tickets that have been reopened by customers. It is important for a support team to track ticket reopen rate, as this can provide insight into how well their customer service is performing. Reopen rates provide a direct measure of customer satisfaction with the service they receive and can help determine where improvements need to be made. For example, if an unusually high number of tickets are being reopened after they have been marked as solved, it could be a sign that customers are not getting the answers they need or that agents are not providing satisfactory solutions.

Ticket Reopens shows how many attempts it takes to solve a customer’s problem. When a customer responds to a previously solved ticket, the ticket automatically reopens and is tagged with an open status. If you're seeing a high number of reopens, it could indicate that there's an issue with your product or service. It might also suggest that agents are closing tickets before customers’ questions have been thoroughly addressed. This will not only leave them dissatisfied but they'll likely still need help resolving their issue.

Ticket Resolution Rate is the percentage of tickets that were solved out of the total number of tickets. It’s a measure of how efficient customer service agents are at solving customer inquiries.To calculate Ticket Resolution Rate, divide the number of tickets resolved in a given time period by the total number of tickets received over that same period and express it as a percentage.

Tickets Solved is the count of previously open and worked tickets that have been marked as solved by a customer support agent. Tickets solved is a popular performance metric among customer service teams, with many setting a daily tickets solved target for agents. Subsequently, they monitor their team's success by gauging the percentage of tickets completed in relation to this preset goal. It is important to be aware that solved tickets can still be reopened if more customer assistance is needed. Tickets that remain "solved" for a predetermined amount of time will generally be converted to closed. Tickets that are closed can not be reopened. Bear in mind that the rate of tickets closed may fluctuate and should be based on a support agent or team's experience, escalation level, product/service being supported, and query difficulty.

Total Contract Value (TCV) is the sum value of a contract over its life cycle. It takes into account not only the initial purchase price, but also any additional costs such as installation and maintenance fees that may be incurred over time. To calculate TCV, these costs must be added together to get an estimate of the total contract value over its life.

Transaction Recency measures the duration of time since a customer’s last purchase, indicating how recently repeat customers made previous purchases. It is a great way of measuring your business’s ability to bring back customers quickly and may vary based on industry and business model.