Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line. The old adage “measure twice, cut once” has ...

Key performance indicators (KPIs) have long been seen as imperfect, yet they're the closest we can get to understanding how one's actions are impacting business performance. Did updating our CRM ...

Collecting and analyzing data promotes better decisions and helps you be proactive in identifying, nurturing, or reversing trends. Although more data is typically considered better, a glut of data can ...

One thing I never tire of: creating an enterprise debate where it didn't previously exist. Phil started the debate - at least in my mind - with his landmark post, Why KPIs and value engineering play a ...

Opinions expressed by Entrepreneur contributors are their own. The best customer wins feel natural, making the right connections at the right times. But business owners know there’s a method behind ...

Lower prices and higher quality have been the cornerstones for corporate marketing and sales teams for more than a century. Not anymore. A dramatic change is taking place in what moves consumers from ...