| > |
EXPERT RESPONSE
More and more, we see customer value rising to the level of an important, but perhaps not yet critical, metric in evaluating most companies' marketing efforts. Many non-financial metrics already emphasize customer value issues. Net Promoter Score and Balanced Scorecard, for instance, are tools that managers use to ensure their companies don't focus exclusively on measurable, current-period sales. Instead, these systems provide other current-period metrics that have long-term effects.
Hear more in Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
|
|
