Model Overview Report

How To Measure Value For Customer

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

September 10th, 2020
With contributors:
Gina Bhawalkar , Brian Mukasa , Harley Manning , Kelly Price , TJ Keitt , Karen Traikovich


Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they use flawed proxies to measure value for customers. To make matters worse, they collect data about value for customer 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) and digital business pros on how to find key drivers across all four dimensions of value, decide how to measure the value drivers, and prioritize and close value gaps.

Want to read the full report?

This report is not available for purchase at this time.

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.