Gartner Research

Apply 4 Types of Customer-Centric Metrics to Drive Successful M&A Target Screening

Published: 19 July 2019

ID: G00402144

Analyst(s): Chrissy Healey , Alastair Woolcock


Tech CEOs must assess how an acquisition will impact customer experience. Augment stand-alone assessments of financial metrics with an evaluation of customer-centric metrics, and accelerate deals for further analysis or rejection by identifying synergies, gaps and integration effort required.

Table Of Contents
  • Key Challenges



  • Screen Targets Against Customer-Centered Evaluation Criteria
  • Examine the Reality of Synergies and Gaps to Make the Acquisition Decision
    • Synergies
    • Gaps
  • Use Customer-Centric Evaluation Criteria to Make the Decision to Move Forward or to Step Away

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