Key Performance Indicators (KPIs) in Customer Centric Organizations

Written by Björn Neumann (follow me on @CCMTechnology) for Buljan & Partners Consulting

While changing your company from a product or service driven to a customer centric organization you might have come to the question of “How to measure, monitor and improve the new structure?” Especially as decision maker you must ask yourself, if the currently established metrics are still valid and are an adequate toolkit for the new strategy.

You might have found that your KPIs in Marketing, Sales and Service related to

  • campaign costs
  • quantity or quality of prospects currently worked on
  • customer kept or lost during a specific time frame

tell you more about your company, your products or your services than about your prospects and customers.

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