Book Image

API Analytics for Product Managers

By : Deepa Goyal
Book Image

API Analytics for Product Managers

By: Deepa Goyal

Overview of this book

APIs are crucial in the modern market as they allow faster innovation. But have you ever considered your APIs as products for revenue generation? API Analytics for Product Managers takes you through the benefits of efficient researching, strategizing, marketing, and continuously measuring the effectiveness of your APIs to help grow both B2B and B2C SaaS companies. Once you've been introduced to the concept of an API as a product, this fast-paced guide will show you how to establish metrics for activation, retention, engagement, and usage of your API products, as well as metrics to measure the reach and effectiveness of documentation—an often-overlooked aspect of development. Of course, it's not all about the product—as any good product manager knows; you need to understand your customers’ needs, expectations, and satisfaction too. Once you've gathered your data, you’ll need to be able to derive actionable insights from it. This is where the book covers the advanced concepts of leading and lagging metrics, removing bias from the metric-setting process, and bringing metrics together to establish long- and short-term goals. By the end of this book, you'll be perfectly placed to apply product management methodologies to the building and scaling of revenue-generating APIs.
Table of Contents (24 chapters)
21
The API Analytics Cheat Sheet

Support metrics

There are a few different metrics that can be utilized to measure whether the support model we designed is working as desired. The goals of establishing a support model include the following:

  • Customer requests are received, triaged, and responded to
  • Customers get a satisfactory response to their requests in a timely manner

You can use a variety of metrics to measure various aspects of these two goals. In the following section, we will review the most commonly used support metrics across the industry.

Ticket volume

The most high-level metric that is measured is the raw volume of support requests coming in. The volume of support tickets will be directly proportionate to the number of customers the product has. This volume will determine the most fundamental need for staffing support teams. As organizations grow, they might have a vast number of products with thousands or millions of users. You can imagine the need for staff to handle the requests...