To ensure the customer-centric vision takes root, you need to establish clear metrics that are linked to the company’s strategic, operational, and financial goals. Those metrics will help with determining priorities and shifting the orientation of the company toward a more customer-centered business model. Ideally, the marketing team will work with the executive team to establish the metrics.
Once the metrics are selected, it is a good idea to go back and use historical performance numbers to create a pro forma to help validate the metrics before they are fully deployed. In some instances, new tools, processes, and systems may need to be developed or purchased to support both the change and the performance management.
The metrics you choose should fit the business model and strategy you create. Organizations need at least one metric from each of the following five categories.
Author: Laura Patterson
Subjects: Customer Related, Market/Investment