Why Read This
This report outlines Forrester's performance management solution for customer intelligence executives working on driving customer loyalty. Measuring the performance of loyalty programs remains a rocky road for most firms, and marketers struggle to accurately measure the business value of their programs. This report contains a framework designed to help you move past measurement anxiety and identify the metrics you need to gauge program performance, customer engagement, and business value. It is an update to the report of the same name originally published in September 2011, with content and examples that have been revised to reflect the current state of loyalty programs.