Marketing Metrics WelcomeMarketing metrics provides evidence of customer experiences. We quantify customer service delivery. We provide Customer Experience Management tools so customer loyalty can be measured. We present the facts in a simple business dashboard format. Many companies look good with sharp presentations and account management, media spend and PR spin but over time the real story invariably rises to the surface. By then of course it may be too late to take effective action to prevent the organisation from sinking. We focus on the marketing metrics of organisations including customer service, satisfaction and process mapping. Discovering the key issues A good CEO must know the balance of his or her organisation, its position in the market and its strengths and weaknesses relative to other forces. Knowing where they are good and where they have deficiencies is one factor for allocating appropriate resources to the many and varied issues competing for attention. Knowledge of the marketing metrics of an organisation and customer service allows identification of the real must-do issues versus the nice ones. If it"s not measured how can you manage it? While your customer focus may be recognised, how are you measuring it? And is what you"re learning of actual help? Marketing Metrics provide accurate management focus and identify the key differentiators of customer service. CEOs and Board can now have the precise framework to identify issues and priorities for resource allocation in the area of marketing and customer service. This covers areas across media expenditure, sale force allocation, phone and call centre processing, order placement, despatch, delivery, and after sales service to name just a few income-critical areas. In essence, Marketing Metrics give you the necessary data to implement a successful customer focused business model. http://www.marketingmetrics.com.au/ http://www.ad-mkt-review.com/public_html/docs/fs059.htmlhttp://www.whartonsp.com/articles/article.asp?p=463942
