Customer metrics: sideshow or game changer? | KPMG | CA

Customer metrics: sideshow or game changer?

Customer metrics: sideshow or game changer?

How can organizations harness better insights from customer metrics to drive performance?

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Partner, Global Chair - Consumer Markets, Partner-in-Charge - High Growth Markets

KPMG in Canada

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customer metrics

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.

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