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WIm Rampen's Measurement Framework

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Wim Rampen
Wim Rampen
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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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WIm Rampen's Measurement Framework

  • 1. 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