WIm Rampen's Measurement Framework
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WIm Rampen's Measurement Framework - Presentation Transcript
- WimRampen’s Social CRM, Customer Experience, Outcome driven Measurement Framework
Experience
Customer
end
end
to
CLOSED LOOP
relates
marketing/
distribution
customer
service
products
community
Outcomes
Touch Points
signals
services
operations
channels
correlates
Process
Metrics
actionable
insight
Feedback
Analytics
customer
customer feedback
outcomes &
touch-points
marketing
& services
transaction data
process &
performance
metrics
segments
actionable
insight
customer lifetime value
shareholder value
growth
Finan$ial
Company
Value(s)
stakeholder value
community value
responsibility
Social
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