Measure the Value You Deliver To Customers

Forrester sees the value of customer as a balance of an equation. The equation is essentially a customer’s perception of what they get vs. what they give up. 

A good balance allows companies to drive customer satisfaction and loyalty. The problem is that many companies don’t understand how their customers derive value, leading them to measure value using flawed proxies. Data silos make it worse. 

This Forrester whitepaper shows how CX teams can overcome these challenges and measure the actual value of customer. Download to learn:

  • Recognize the four dimensions of value

  • Select the value drivers that matter most

  • Up-level existing metrics and measurement strategies

  • Identify and prioritize value gaps  

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