Measuring Customer Performance – The Value Co-Creation Way

[tweetmeme source=’MarkTamis’ service=’’] I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of Customer performance – . I thought it worthwhile sharing with you. The Dutch Customer Performance Index is an initiative of the Customer […]

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Metrics – to fool or be fooled – that’s the question!

KPI’s should be about understanding what you need to improve to be better at meeting your Customer’s needs and desires. Designing a measurement framework, the metrics that go with that, and the cross-functional dashboards to ensure cross-silo understanding how improvement in one area effects another, should not be regarded lightly. At the same time putting […]

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