Gartner Research

CMO Insight: Correlate CX Metrics to Business Outcomes

Published: 24 January 2017

ID: G00310738

Analyst(s): Augie Ray , Anna Maria Virzi

Summary

Quantitative results justify customer experience investments. CMOs can use this research to demonstrate the correlation between CX goals and business outcomes to improve their organization's customer focus and elevate the financial performance of the business.

Table Of Contents

Upshot

What You Need to Know

  • A Hierarchy of CX Metrics Supports Larger Business Goals
  • Level 2 Metrics Help CMOs Guide CX Strategy
    • Use Critical CX Metrics to Gauge Brand Health
    • Correlate Metrics to Connect CX Results and Business Outcomes Over Time
    • Calculate Customer Advocacy to Prove the Value of Retention and Loyalty
  • The Right Level 1 Metrics Drive a Customer Ethos

What You Need to Do

  • Do This First
  • Priority Actions for You
  • Priority Actions for Your Team

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