What do metrics look like before a company transitions to customer-centricity? In a product-centric company, marketing, sales, engineering, and finance divisions typically use different KPIs, complicating how performance is measured. Customer-centric measurement requires a completely new set of metrics — ones that every team can understand and use.
Developing metrics for customer-centricity should be a collaborative process. As more teams adopt the new strategy, key leaders should develop a unified set of measurements and benchmarks. Once these are chosen, the company should publish the goals to create transparency and accountability.