Summary
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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