Very nice article on the famous Drucker quote “you can’t manage if you don’t measure”.
As business leaders we tend to pay a lot of attention to the metrics important to the business, that is, revenue, cash flow, profitability, growth and so on… but the real drivers of these business outcomes are customers.
So the obvious question becomes what customer metrics should I be tracking to make sure my business metrics continue to head in the right direction?
Well there are a number of key customer metrics that must be considered for every business:
1. Customer Satisfaction
As a first step it is important to track customer satisfaction, this will provide some inputs as to how well the business is performing on delivering what it promises. But remember customers have already paid for satisfaction, they expect to get what they paid for. So high levels of dissatisfaction are an obvious and immediate cause for concern.
Satisfaction is not enough, even highly satisfied customers can and do switch to…
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