In order to support the best of customer experience, some metrics have been identified to help along the way. These metrics may be divided into the operations ones, subjective, behavioral and business metrics. Marketing Qualified Leads (MQLs) which give way to Sales Qualified Leads (SLQs) fit the bill for the last mentioned, in business metrics. For the behavioral metrics, objective data warehousing needs to be done at both the micro as well as macro levels. Subjective metrics include the Net Promoter Score (NPS). This needs to be get tracked on a year- on- year or even quarterly period. Operational metrics help across channels, irrespective of the department. For the right business analysis on this, the data set needs to get categorized, in order to make it trackable.


Uploaded Date:27 February 2019

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