Published: 03 July 2024
Seventy-one percent of tech CEOs who are measuring or trying to achieve product-market fit do not track or know even one customer experience metric. This research aids tech CEOs in establishing a CX metrics dashboard, aligned to customer outcomes, to scale post-PMF growth, engagement and retention.
Fifty-two percent of tech CEOs assessed in the 2023 Gartner Product-Market Fit Self-Assessment Survey do not have quantified datafrom customers to confirm the experience of measurable customer value.
Continual and actionable customer experience (CX) insights from customers are required to retain and grow the customer base and to drive customer success in readiness to scale after achieving product-market fit (PMF).
Identify critical CX metrics by using a framework based on customer outcomes, including customer satisfaction (CSAT) scores and Net Promoter Score (NPS) at a minimum.
Scale and optimize growth by establishing a CX dashboard that includes operational-level metrics from
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