Impression Share
METRIC
PERFORMANCE ADVERTISING
The percentage of total eligible ad impressions that a paid campaign successfully captures within a target auction.
METRIC
REVENUE OPERATIONS
First Contact Resolution (FCR)
The percentage of customer issues resolved during the first interaction without requiring repeat contact or escalation.
BUSINESS RELEVANCE
It supports forecasting, prioritisation and cross-functional decisions when definitions and source data are consistent.
IMPLEMENTATION EXAMPLE
A cross-functional team applies First Contact Resolution (FCR) in a production initiative, defines ownership and success criteria, tests representative scenarios, monitors outcomes and records corrective actions before scaling.
LIMITATIONS
The measure or method can mislead when definitions, cohorts, margins, periods or source systems differ. It should not be interpreted without context.
TECHNICAL EXPLANATION
The percentage of customer issues resolved during the first interaction without requiring repeat contact or escalation. It should be defined with an explicit population, period, data source and calculation rule. Revenue teams should govern lifecycle stages, ownership and reconciliation so the value is comparable over time and connected to commercial decisions.
Secondary Topics
Experience Design
Sources
Salesforce — Revenue Operations resources — https://www.salesforce.com/resources/; HubSpot — Sales and marketing metrics — https://www.hubspot.com/resources
Related terms
Pipeline Velocity
METRIC
REVENUE OPERATIONS
A revenue metric calculating the speed and rate at which qualified sales prospects move through the sales pipeline into won deals.
Customer Acquisition Cost (CAC)
METRIC
REVENUE OPERATIONS
A core financial metric measuring the total sales and marketing expenditure required to win a single new customer.
Cost of Goods Sold (COGS)
METRIC
REVENUE OPERATIONS
The direct costs attributable to the production or acquisition of products and services sold by a commercial entity.
Quality Score
METRIC
PERFORMANCE ADVERTISING
Google Ads’ diagnostic metric evaluating keyword relevance, ad copy resonance, and landing page quality for auction rank.