This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. Customer experience practitioners can choose ...

Conventional KPIs (as used for demand gen) fail to demonstrate the sustainable impact of ABM to your organisation. A new mix of hard and soft KPI’s are critical to chart the added value at each stage.

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

Why does your company make a profit? It earns profits from your satisfied customers. Can you grow or even survive as a business without satisfied customers? I recently spoke at the CFO Leadership ...

According to a recent survey, 78 percent of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics? The reality is that contact ...