Successful Symmetry: Use Metrics To Balance Value For The Customer And Business

Companies that pursue customer obsession don’t have a “magic” metric to support their strategies. Instead, they adopt a system of complementary metrics that track value behaviors and value outcomes. That system enables firms to balance the value for customers with the value of customers to the firm. It also lets firms optimize for long-term success and intervene early to avoid problems. This report shows how to embrace complementary metrics to drive customer obsession: Define the value your target customers seek, establish value behavior and value outcome metrics, and use the insights to balance value for and value of customers.