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B2B CX Outcome Metric Inventory

Identify Top Business Metrics To Align CX Efforts With Organizational Goals

April 12th, 2022
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Judy Weader , Harley Manning , Clarissa Skinner , Daniel Portillo , Shayna Neuburg

Summary

B2B customer experience (CX) leaders must show how their efforts contribute to their organization’s key business goals. That’s why they need to include organizational outcome metrics along with CX outcome metrics in their CX measurement framework and ROI models. This tool helps CX leaders discover and prioritize B2B organizational metrics along three key levers — revenue, cost, and resilience.

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