IG1303B Design your CE KPI Metrics in Reality v1.0.0

This document serves as a guide for selecting CEM metrics that can drive impactful progress in your organization’s Customer Experience Management (CEM) efforts.

Customer Experience is a complex, cross-functional transformation that often requires time and alignment within an organization to fully mature. Regardless of your organization’s current stage in this journey, selecting CEM metrics strategically is essential for creating meaningful impact.

No matter which stage your organization is at, to create meaningful impact, the best way to choose CEM metrics is to approach it strategically.

  1. Begin by aligning functional metrics with your company’s specific goals.
  2. Next, identify the key chapters in the customer journey that hold the most significance.
  3. Prioritize functional metrics that align with improving the performance related to fulfilling customer Jobs-to-Be-Done (JTBD) or employee JTBD, as these are the most impactful areas.

This strategic approach will help you effectively measure and enhance the customer experience.

General Information

Document series: IG1303B
Document version: 1.0.0
Status: TM Forum Approved
Document type: Introductory Guide
Team approved: 16-Nov-2023
IPR mode: RAND
Published on: 16-Nov-2023
TM Forum Approved: 09-Feb-2024
Date modified: 09-Feb-2024