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SaaS CRM

End-to-end user journey metrics for SaaS CRM platforms (like Salesforce or HubSpot), tracking the complete user journey from acquisition through retention.

What are SaaS CRM Journey Metrics?

These metrics track the end-to-end user experience and business performance of a CRM platform, measuring how users progress through their journey, engage with features, and deliver business value.

SLOs in this Example (25 total)

User Activation (3 SLOs)

SLO Stage Description
ExampleUserActivationSLO Activation % completing activation in 7 days
ExampleTimeToFirstValueSLO Activation Time to first contact/deal
ExampleOnboardingCompletionSLO Activation Onboarding checklist completion

User Engagement (6 SLOs)

SLO Metric Description
ExampleDailyActiveUsersSLO DAU Daily active users
ExampleMonthlyActiveUsersSLO MAU Monthly active users
ExampleDAUMAURatioSLO Stickiness DAU/MAU ratio
ExampleWeeklyActiveUsersSLO WAU Weekly active users
ExampleDAUWAURatioSLO Weekly Stickiness DAU/WAU ratio
ExamplePowerUserRatioSLO Engagement Power users (20+ days/month)

Feature Adoption (5 SLOs)

SLO Feature Description
ExampleContactManagementUsageSLO Contacts Contact feature adoption
ExampleDealPipelineUsageSLO Deals Deal pipeline adoption
ExampleEmailIntegrationUsageSLO Email Email integration adoption
ExampleReportingUsageSLO Reports Analytics feature usage
ExampleMobileAppUsageSLO Mobile Mobile app adoption

Business Outcomes (5 SLOs)

SLO Metric Description
ExampleDealsCreatedSLO Velocity Deal creation rate
ExampleDealWinRateSLO Win Rate Percentage of deals won
ExampleSalesCycleLengthSLO Efficiency Time to close deals
ExampleContactCreationRateSLO Growth Contact growth rate
ExampleEmailsSentPerUserSLO Productivity Emails per user

User Retention (6 SLOs)

SLO Metric Description
ExampleDay7RetentionSLO D7 7-day retention
ExampleDay30RetentionSLO D30 30-day retention
ExampleChurnRateSLO Churn Monthly churn rate
ExampleResurrectionRateSLO Win-back Dormant user reactivation
ExampleCohortRetentionSLO Cohort 90-day cohort retention

Usage

import saascrm "github.com/grokify/slogo/examples/saas-crm"

// Get individual SLOs
dauSLO := saascrm.ExampleDailyActiveUsersSLO()
stickinessSLO := saascrm.ExampleDAUMAURatioSLO()

// Get all SLOs
slos := saascrm.SLOs()

The SaaS Customer Journey (AARRR)

1. Acquisition → Activation

Goal: Get users to "aha moment" quickly

  • Track: Activation rate, time to first value, onboarding completion
  • Target: 50-70% activation within 7 days

2. Activation → Engagement

Goal: Build daily habits

  • Track: DAU, MAU, stickiness (DAU/MAU)
  • Target: 40%+ DAU/MAU ratio (good stickiness)

3. Engagement → Feature Adoption

Goal: Deep product usage

  • Track: Feature adoption rates, multi-feature users
  • Target: 60%+ using core features weekly

4. Feature Adoption → Business Outcomes

Goal: Drive customer success

  • Track: Deal creation, win rates, productivity
  • Target: Positive business impact metrics

5. Business Outcomes → Retention

Goal: Long-term customer retention

  • Track: Retention curves, churn, NRR
  • Target: 97%+ monthly retention (3% churn)

Stickiness Metrics

Metric Formula Good Target
DAU/MAU Daily / Monthly > 40%
DAU/WAU Daily / Weekly > 60%
Power User Ratio 20+ days active / MAU > 25%

Ontology Labels

SaaS CRM SLOs use business-layer labels:

import (
    "github.com/grokify/slogo/ontology"
    "github.com/grokify/slogo/ontologies/domains/business"
    "github.com/grokify/slogo/ontologies/domains/product"
)

ontology.LabelFramework:    ontology.FrameworkCustom,
ontology.LabelLayer:        ontology.LayerBusiness,
ontology.LabelScope:        ontology.ScopeBusinessOutcome,
business.LabelDomain:       business.DomainCRM,
product.LabelJourneyStage:  product.JourneyStageActivation, // or Engagement, Retention, Revenue

Data Sources

Prometheus (Real-time)

# DAU
count(count_over_time(user_activity_total[24h]) > 0)

# DAU/MAU Ratio
count(count_over_time(user_activity_total[24h]) > 0) /
count(count_over_time(user_activity_total[30d]) > 0)

BigQuery (Cohort Analysis)

-- Day 7 Retention
SELECT COUNT(DISTINCT user_id)
FROM user_retention
WHERE days_since_signup = 7 AND was_active = true

Industry Benchmarks

Metric B2B SaaS Benchmark Target
DAU/MAU 13-20% 40%+ (high engagement)
Day 7 Retention 40-50% 50%+
Day 30 Retention 25-35% 40%+
Monthly Churn 3-5% < 3%
Activation Rate 40-60% 60%+

References