Roadmap Report

The Journey Measurement Framework Applied In B2C And B2B

A Journey Measurement Series Report

November 18th, 2018
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

CX pros need a customer journey measurement framework to measure and manage journey performance. To create such a framework, CX pros must define in-journey signals and end-of-journey success metrics. These metrics must reflect company and customer goals as well as expectations for journey steps and journey flow. This report provides illustrations of in-journey signals and end-of-journey success metrics for a B2B and a B2C journey; CX pros can use these as a starting point and inspiration for their journey measurement efforts.

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.