Introduction to the Company
Live Q&A Session with Anand BatraBusiness Head - Home, Pepperfry
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How to Think about Critical Success Factors? Critical Activities (Success Factors) that are required in order to achieve your Goals/ Mission/ Vision
Activity 1 (CSF)
Activity 2(CSF)
Activity 3(CSF)
Activity 1(CSF)
Activity 2(CSF)
Activity 3(CSF)
Activity 1(CSF)
Activity 2(CSF)
Activity 3(CSF)
Goal 1 Goal 2 Goal 3
Mission
Vision
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How to Think about Critical Success Factors?Formula based approach – eCommerce Vertical example
# Listings Conversion Rate
Sale Frequency
Supply Available
x xAverage Price per Item
No. of Items per Orderx
x
Relevance of Supply
Marketing• Cross sell• Bundling
Mission
Vision
Goal 1 = Sales
VolumePrice
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How to Think about Critical Success Factors? Value chain based approach – eCommerce Vertical example
Value Chain
CSF
Attract the Right Target Customer
• Digital Marketing
• Offline Advertising
• Brand Partnerships
Provide Wide Variety of
Unique Products
• Getting regional supply online
• Provide customers with wide variety
• Focus on Exclusive partnerships
Curated Buying Experience
• Significant Curation of Supply [Browse Led Exp.]• Define and Create
Product Info• Ensure WYSIWYG
Managed Deliveries
• End to end Management of Delivery Network• Standardized
Delivery Experience• Well Groomed
and Trained Executives• Strong Quality
Focus
Get Users to Transact Again
• Strong Retention Marketing Focus• Personalized Offers
and Communication
Acquire Customers Provide a Great Buying Experience Reactivate
Customers
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What next after CSF?Key Performance Indicators
1 Identify the activities
2 Determine tangible, measurable metrics
3 Measure & monitor these metrics
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How to Think about Critical Success Factors? Value chain based approach – eCommerce Vertical example
Value Chain
CSF
Attract the Right Target Customer
• Digital Marketing• Offline
Advertising• Brand
Partnerships
Provide Wide Variety of Unique
Products
• Regional Supply• Wide Variety• Exclusive
Partnerships
Curated Buying Experience
• Supply Curation• Product
Information• WYSIWYG
Managed Deliveries
• Owned Delivery Network• Trained Executives• Standardized
Experience
Get Users to Transact Again
• Strong Retention Marketing Focus• Personalized Offers
and Communication
Acquire Customers Provide a Great Buying Experience Reactivate
Customers
KPI
• Unique Visitors (by Channel)
• First Time Buyers• CPV / CPO / CPA
(Efficiency Metrics)
• Listings• Active Merchants• Hubs Activated• Unique Sold
• Listing Conversion• Sale Frequency• Avg Order Value• NPS
• Damages• Return Rates• Social Positives
• Buyer Cohorts• Mailer & Onsite –
CTRs, Transaction Value and Volume
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Ask your queriesOpen Q & A
What’s your venture’s CSF & KPI?
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