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For eBusiness & Channel Strategy Professionals

Define Customer Impact Metrics To Drive Digital Business Success

February 1, 2017

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Why Read This Report

Digital business has broken traditional channel-centric metrics. Key performance indicators (KPIs) that measure the success of a single touchpoint fail to describe how each contributes to customer success. This report examines the key metrics of digital business transformation and how digital business leaders can work across boundaries to embed these metrics into their firms' processes and governance. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We revised this edition to factor in new ideas and data.

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Table of Contents

  • In The Age Of Digital Business, Firms Are Measuring The Wrong Things
  • Digital Business Demands New Metrics
  • Recommendations

  • Break Down Organizational Barriers With Customer-Centric Metrics
  • Supplemental Material
  • Related Research Documents

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