It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Jim Berryhill, DecisionLink Chairman of the Board & Co-Founder, is on a mission to transform customer value into a strategic asset. When virtually every company today says they are customer-centric, ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

SAS's Wilson Raj discusses challenges marketers face when measuring customer experience efforts, and how to ensure metrics tie back to business outcomes. As marketers, deciding on how to measure ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Greg Kihlstrom As long as ...

Lifetime value (LTV) is a significant metric that helps estimate the growth of a company. By comparing LTV to customer acquisition cost, the results can help make crucial decisions. This might include ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Value to a vendor can be seen in the form of customer retention, revenue, customer data, and advocacy. Value to customers is in the form of products, efficiencies gained, data, and more. To achieve ...

Marketing metrics go beyond ROI. Penny Hutton, strategy and planning director at Eclipse Marketing, provides tips for measuring ‘return on customer (ROC)’ Ask any marketer what sums up their ...