Trends Report

Define Customer Impact Metrics To Drive Digital Business Success

February 1st, 2017
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Ted Schadler , Allison Cazalet , Meredith Cain


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.