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For Customer Experience Professionals

How To Measure Value For Customer

Identify The Value Drivers That Matter And Define Metrics To Measure Performance

September 10, 2020

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Why Read This Report

Organizations don't typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. To make matters worse, they collect data about value in different parts of the organization, at different cadences, and using different tools. This makes it hard to assemble a complete picture of the value that customers derive. This report gives guidance to customer experience (CX) pros on how to overcome these challenges and measure true value for customers.

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Table of Contents

  • Organizations Don't Know If Their Customers Get What They Need
  • Three Steps To Measuring Value For Customer
  • Recommendations

  • Cocreate Value Measurement With Select Customers
  • What It Means

  • New Value Practices Will Emerge
  • Supplemental Material
  • Related Research Documents

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