This is a guide to inform KPIs and metrics that can help your organization put your customer at the center of the business and measure the impact of your customer-centric activities. This guide is intended for those of you with the decision-making power and the resources to drive change in your organization. You are a senior leader (or influencing a senior leader), and likely work in analytics, marketing, or digital, and you’re ready to shift your organization to using a customer-centric approach.
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