Chapter 11
Customer Value Metrics*
I know that 50% of my advertising is wasted. I just don’t know which half.
John Wanamaker
Everything that can be counted does not necessarily count; everything that counts cannot necessarily be counted.
Albert Einstein
It has been said that “you can’t manage what you can’t measure.” One of the prime challenges that company executives face is choosing the measures (metrics) that matter most. These “right” measures or key performance indicators (KPIs) are used to assess business success and plan future customer value ...
Get Superior Customer Value, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
