KPIs for the Newest B2B SaaS

Key performance indicators or KPIs are “a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets.” They intersect with the rise of SaaS applications at work quite well, but many organizations will struggle with defining how they intersect with soft skills they want their teams to acquire, even in a remote setting.


Software as a Service (SaaS) is the newest internet application for the modern workplace. Lightweight, cloud-based, and easy to budget for as a subscription, software-as-a-service has taken the business world by storm from applications that perform basic storage and sharing (Dropbox) all the way to video-conferencing services to have meetings and hold a team together (Zoom).

But, in spite of cloud storage and web-based computing, people, teams, and organizations remain sticky and unreasonable, including the following skills:

  • Active Listening
  • De-escalation Tactics
  • Anger/Frustration Control
  • Emotional Intelligence
  • Effective Negotiation
  • …and many more.

In the space of interpersonal skills transfer, including conflict resolution, team building, and coaching, while still considered to be soft skills, still require intense, hands-on training that requires the acquisition and execution of deeply intellectually technical skills.

None of these skills will ever be offered via the cloud, automated, or robotized via nanotechnology. However, information and training to boost the understanding, integration, and the potential application of these skills, has been put into the technological wringer in the form of learning management systems and tools.

KPIs for Organizations to Get Value From Training

It was pointed out to us when we ran live training in-person that, while our content was compelling and valuable, there seemed to be no strongly definable KPIs or metrics to indicate to the organization (or any organization that would hire us) that our training had any long-term value.

Good point.


As a result of this feedback, we went back and thought about our thoughts on CRaaS, Conflict-Resolution-as-a-Service (here and here), and how to integrate conflict resolution skills training into the workplace, and began to develop a list of relevant KPI’s and metrics that a human resource training professional can apply to their training efforts.

Training efforts that, as we also wrote about here, don’t work without such relevant metrics and a plan for designing a stable, scalable system of training and development that can grow across time and in spite of the location of the team, whether remote or in person.

KPIs to Apply to the Work Training Does

Follow along with us:kpis

  • The primary KPI for measuring performance improvement as a result of conflict resolution training is to measure changes in levels of engagement of personnel at the supervisory/management level following a SaaS-based, LMS training. This can primarily be accomplished through having reports and higher-ups engage in 360-degree evaluations with special emphasis on conversations with impacted employees, with a particular focus on quality, frequency, and type.

  • The secondary KPI for measuring performance improvement as a result of conflict resolution training at the entry and mid-level positions is tracking reductions in registered complaints and concerns, reductions in reported and perceived conflicts, and tracking reductions in sick day/vacation day usage by entry-level employees, interns, and others who are customer or client-facing but rarely receive training or coaching opportunities.

  • The tertiary KPI, for measuring performance improvement as a result of conflict resolution training and how they coincide with increases in productivity is difficult. However, increased customer engagement, overall employee satisfaction, and measuring employee retention, goes a long way toward measuring the efficacy of conflict resolution skills training in your organization. Of course, if you don’t want to measure in these three areas, you could always track reductions in lawsuits and litigation efforts by employees, supervisors, managers, customers, and others.

If you’d like to know more about establishing practical KPIs to track the success of your organization’s SaaS-based, leadership development efforts, please contact us today!

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HSCT Publishing

HSCT Publishing

HSCT Publishing is the home of LeadingKeys, a remote, online, e-learning training, and development LMS platform. We work with long-term care, senior living, and assisted living organizations to provide leadership, culture, and talent development for facility staff and administrators. We innovate on people! Contact us for a FREE Demo of LeadingKeys today by clicking here: