Customer experience is critical to the success of any organization. As the 2018 KPMG Customer Experience Excellence report states, organizations that fail to meet customer experience (CX) expectations “rarely get a second chance.”
Yet KPMG and other consulting firms report that customer expectations for CX are rising faster than companies’ efforts to meet those expectations, so it is important for companies to be able to gauge the success of their CX efforts. To do that, they need metrics, and some metrics are better indicators of CX success than others.
Here’s a look at what marketers say are the top five CX metrics.
https://www.cmswire.com/customer-experience/customer-experience-measurement-back-to-basics/
This article discusses the steps and necessary metrics to drive account retention and expansion:
+ Common issues facing Customer Success (CS) teams
+ How to resolve and prevent those issues
+ The process for resolving those issues
+ The leading metrics that ensure you’re on track to accelerate profitable growth
+ Resources (including a whitepaper and template) to put this system into action
https://www.business2community.com/customer-experience/the-power-of-leading-indicators-in-customer-success-heres-what-to-measure-02067946/
