How can organizations harness better insights from customer metrics to drive performance?
Many companies fail to harness insights from customer metrics to drive performance.
In this article, we look at three steps to drive change through customer metrics, to embed customer-centricity across your organization:
1. Define your intent
2. Design the metrics
3. Implement and embed the metrics
By capturing customer data, and linking findings to strategy and operations, business leaders can make significantly better decisions. They should analyze customers in greater depth, understand their motivations, and generate strategies and tactics that address their needs more closely.