A proven framework for aligning strategy, KPIs, and financial outcomes to accelerate
growth, improve retention, and increase profitability.
The goal is to move members from Prospect to
Promoter while continually improving growth, retention,
profitability, and member satisfaction.
Annually
Define Success. Assess member segments, revenue streams,
profitability, and strategic goals to identify the KPIs that drive growth,
retention, and financial performance.
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KPIs aligned by function
Marketing
Attract and capture the right prospects.
→ Prospect
Sales
Convert prospects into members.
→ New Member
Member Onboarding
Get new members active fast.
→ Engaged
Member Engagement
Deepen participation and value.
→ Renewing
Member Retention
Earn the renewal — and the referral.
→ Promoter
Supporting functions — HR & Finance
KPIs that keep the whole engine healthy, underpinning every stage.
All aligned to drive
Revenue Growth
Profitability
Retention
Member Satisfaction
↓
Weekly
Execute & Improve. Review KPI performance on easy-to-read
dashboards and scorecards to identify opportunities, and adjust priorities to keep
the organization aligned and moving toward its goals.
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Reviewed every week, reset every year — a continuous loop.