Home Research KPMG Study: Customer metrics – sideshow or game changer

KPMG Study: Customer metrics – sideshow or game changer

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Many organizations fail to harness insights from customer metrics to drive performance. Capturing customer data and linking findings to business strategy and operating metrics can deliver breakthrough insight. Further, embedding customer metrics into staff incentives can create a customer-centric culture, well equipped to deliver profitable growth. Customer insight is, however, a complex area, and companies should be wary of jumping to simplistic – and possibly false – conclusions.

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