Vision Report

The Anatomy Of Digital Metrics

Align Metrics With Customer And Business Goals

January 27th, 2023
Zhi-Ying Barry, Senior Analyst
Zhi-Ying Barry Senior Analyst
With contributors:
Oliwia Berdak , Maxie Schmidt , Riccardo Pasto , Fiona Swerdlow , Michael Barnes , Aidan Riga , Bill Nagel

Summary

Effective digital metrics clearly illustrate how digital initiatives affect four types of organizational metrics: revenue (how a firm makes money from digital), cost (how a firm incurs cost from digital), operations (how a firm operates its digital business), and customer experience (how customers perceive digital interactions with a firm). This report describes Forrester’s digital measurement framework and helps digital leaders understand the anatomy of each type of organizational metric so their teams can better quantify the success of their digital initiatives.

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