Gartner Research

CSPs Require New Metrics for Customer-Centric Digital Business

Published: 26 March 2015

ID: G00272606

Analyst(s): Monica Zlotogorski, Neil Osmond


While many CSPs are close to becoming digital service providers, most struggle to effect changes at Internet speed. The greatest challenge is how to be more customer-centric. Here, we advise CSP market strategists on ways to assess and measure progress toward a customer-centric digital business.

Table Of Contents
  • Key Challenges


  • Identify Your Optimal Strategic Position
  • Determine Your Value Drivers
  • Adjust Your Organization's Mindset to the Key Aspects of Digital Business — Innovation, Investment and Risk
  • Adopt Actionable Metrics That Enable Good Decision Making

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