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WIm Rampen's Measurement Framework

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WIm Rampen's Measurement Framework

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

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