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For CMO Professionals

How Metrics Drive Your Customer Obsession

Hint: Customer-Obsessed Companies Embrace Metrics Differently

July 14, 2016

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Why Read This Report

Customer-obsessed companies put customers and their experiences at the center of their business. And they need metrics to quantify the business result of customer obsession and to incent customer-focused decisions. But there is no magic metric. Instead, firms must embrace an approach that looks at all financial, customer, operational, and employee metrics from the customer's perspective. This report highlights how this perspective changes the way that firms measure, analyze, and optimize interactions across touchpoints.

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Table of Contents

  • Most Companies Use Metrics That Fail To Drive Customer Obsession
  • Three Traits Of Customer-Obsessed Metrics
  • Recommendations

  • Build Your Customer-Obsessed Metrics Checklist
  • Supplemental Material
  • Related Research Documents

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