in ,

16 Telling Metrics Tech Leaders Track To Stay Informed And Engaged

16 Telling Metrics Tech Leaders Track To Stay Informed And Engaged

When it comes to staying in the know about how their work is progressing and making an impact, CIOs and CTOs need to keep a foot in two camps. They not only need to understand how their own team is doing in such areas as managing costs and meeting customer expectations but also how their team’s work is advancing and supporting overall business operations and goals.

For a tech leader, painting a well-rounded picture of “how we’re doing” can be a complex process. Tapping into the experience of seasoned pros in their industry can help tech leaders identify the specific metrics that can help keep them on track. Here, 16 members of Forbes Technology Council share business metrics that should be of particular focus and concern to a CIO or CTO.

1. Average Cost Per Request

A CTO can use the average cost per request to benchmark the health of their tech organization and stack. Ideally, a “request” should be the one thing your organization cares about: For example, if you are Google, a request should probably be answering one query, and if you are Airbnb, a request should probably be successfully creating one booking. – Ana Codallo, Key Opinion Leaders (KOLs)

2. Time And Resources To Deliver A Goal

One important metric is the time required to deliver a specific business goal and the resources that need to be allocated. There is always a new feature that the sales/business development team wants to be developed. As CIOs, we have to create accurate estimates of the development resources required (SDEs and so on) and the timeline so costs can be accurately forecasted. – Nick Cherukuri, ThirdEye Gen Inc.


Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?


3. Investment In Employees

Our employees are our most valuable asset for keeping the company running and servicing our customers. It is always good business to ensure we are investing in our people and measuring our level of success by how many people we are helping succeed throughout the company. Tracking metrics becomes irrelevant if you don’t have the people to keep the business on track and your customers coming back. – Luis Ibarra, PingWind Inc.

4. Realized Value Of Tech Investments

An extremely important metric—one that’s difficult to track but critical to understand—is the realized value of your tech investment. This extension of ROI truly measures the ultimate increase in enablement for the business from your IT spend. As you seek to reduce risk and increase the security and efficiency of operations, have you made the right tech investment decisions? If not, how quickly can you pivot? – Johanna Baum, S3 Consulting

5. Amount Of Deprecated Tech

It’s a KPI that needs some counterbalance, but CTOs should measure how much tech they deprecate. A big part of innovation in an enterprise is removing legacy tech that adds complexity to the landscape—not just adding the shiny new stuff. Innovation at scale is about organizational agility, and that’s only possible when you have good technology hygiene. – Matt McLarty, MuleSoft

6. User Engagement

How many users of your product are there, how long do they use the product and how often do they use the product? User engagement can tell you which parts of your product can be monetized better and which areas should be improved. And that tells you where internal investment and resource allocation should go. – Shinji Kim, Select Star

7. Customer Happiness

The ultimate measure is whether your customers are happy or not. When a CIO or CTO tries to understand why customers are unhappy, it will lead to discoveries about areas such as customer service, price, employee experience, product issues, packing issues, delivery issues and other areas that need improvement. Tracking customer experience metrics turns the focus to what you need to change. – Shameel Abdulla, Clootrack

8. Digital Service Consumption And Satisfaction

CIOs recognize customers live in a digital-first world. Assessing if their organization is successfully delivering digital experiences for those customers means understanding digital service consumption, or the number of people using your services, and their satisfaction (how happy they are). This helps you identify operational gaps, focus on the right technological innovations and tie IT costs to bottom-line yield. – Fred Koopmans, BigPanda

9. Business Efficiency

Business efficiency should be of particular concern to a CIO or CTO. It’s not just whether a problem is being solved; it’s how well and how efficiently you are solving that problem. Whether you are hiring people, accessing a service or buying a solution, it’s important for the CIO or CTO to understand how well it addresses the problem and how it contributes to cost savings or profit margins. – Shankar Somasundaram, Asimily, Inc.

10. NPS And CES

CIOs and CTOs should pay attention to their Net Promoter Score and to their Customer Ease Score. When building technology, the user experience should always be considered first. Automation and productivity increases are the primary goals when using any technology. If the intended tech user does not utilize the platform, program, software or device, the improvement will never materialize. Combine functionality and usability to achieve the desired result. – Mustafa Azizi, Zuum App

11. Recruitment And Retention

Finding great tech talent is hard enough these days, so you need every advantage in the book to improve metrics in recruitment and retention. One way to do that is to explore the new trend of offering coaching as an employee benefit. The democratization of coaching makes sense as everyone needs a coach—not just the members of the C-suite. And it can help address diversity and inclusion training goals. – Nick Newsom, Ytel Communications.

12. Cyber Resilience

In this fast-changing digital age, cyber resilience is one of the top business metrics every CIO should be focused on. An effective strategy should be put in place that encompasses several operational aspects, such as incident response, disaster recovery, business continuity, emergency response teams and cybersecurity plans. – Satish Mahadevan, SecqureOne Inc.

13. Sustainability; Staff Competence

Sustainability planning and staff competence development are two metrics that are undervalued, and both will affect the future of any company. Trained staff is becoming more and more valuable, and sustainability is important for us all. These metrics go outside the normal business metrics but will soon affect who will do business with whom. Buying from the cheapest provider, without scruples, is old. – Mattias Bergstrom, Internet of Everything Corp

14. Market Share

A CIO or CTO can help meet their company’s goals by looking at their positioning and trends in terms of market share. Losing customers to the competition is a (late) red flag telling you that you need to look at how competitors are differentiating themselves from you. Key questions are: What do you need to innovate faster? How fast can your tech stack and organizational culture support new services in an efficient way? – Soledad Alvarez del Sel, Baufest

15. Tech’s Impact On Cost-To-Income Ratio

It’s important to look at how your tech is influencing the organization’s cost-to-income ratio. It’s focused on the only metric that matters for any business: profitability and cash flow. The CIO/CTO must invest 100% of their time in finding ways—both in terms of technical tools and methods of working—to positively affect the cost-to-income ratio of their business. – Atif Saad, saasguru

16. True Return On Investment

How do you tie metrics to a project to define the value of your investment in the business? How can you discern what hidden costs are looming within your decisions? True ROI is not just the percentage of profit over cost in cash. Not all time or resources are equal. Attaching a dollar amount to productivity, downtime and other factors will tell you the true story. – Luy Teitelroit, IT Support Guys

What do you think?

Shopify will cut 10% of its staff, with most workers gone by day’s end

Shopify will cut 10% of its staff, with most workers gone by day’s end

Climate change has Seville so hot it's started naming heat waves like hurricanes

Climate change has Seville so hot it’s started naming heat waves like hurricanes