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For Customer Insights Professionals

Analyzing Analytics: Measure The Impact Of Customer Analytics To Prove Its Value

Performance Management: The Customer Analytics Playbook

June 22, 2018

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This is the Performance Management report in The Customer Analytics Playbook For 2019.

Why Read This Report

Customer insights (CI) professionals may be great at building predictive models, but they often struggle to prove these models' value to the business. This report gives CI pros a framework for quantitative and qualitative performance measurement to measure both the effectiveness of their analyses and overall business impact. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Analytics Soars, But Measurement Stumbles
  • Kick Off Your Performance Management With Clear Success Metrics
  • Combine Quantitative And Qualitative Ways To Measure Success
  • Recommendations

  • Don't Rest On Your Laurels: Aim For Continuous Improvement
  • Supplemental Material
  • Related Research Documents

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