Metrics and Change Management The change management process often requires a company to revisit its positioning platform, brand strategy, customer segmentation and targeting priorities, online-offline ...

However, aside from business-centric metrics such as sales, profit, and ROI that we are all familiar with, another set of KPIs can measure your most important asset of all: customer satisfaction.

Gupta, Sunil, and Valarie Zeithaml. "Customer Metrics and Their Impact on Financial Performance." Special 25th Anniversary Issue. Marketing Science 25, no. 6 (November–December 2006): 718–739.

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

This article will tell you about the VoC metrics that you should focus on, and those you may have been ignoring. The term “Voice of Customer” is a term that was coined by Abbie Griffin and John R.

Conversation intelligence technology can transform how organizations understand and act on customer interactions.

According to Harvard Business Review (HBR), companies with high scores on brand loyalty and customer loyalty market research metrics grow revenues 2.5 times faster than industry peers and deliver ...

The financial services industry has entered 2025 on a high note, with January showing a significant improvement in customer ...