Key Customer Metrics for Strategic Performance Assessment PPT
This PPT slide, part of the 35-slide Supercharge Strategy Execution: Performance Scorecard PowerPoint presentation, presents a structured overview of key metrics from a customer perspective, aimed at guiding organizations in measuring their performance against specific objectives. The first section focuses on the goal of being a leading player in the market, highlighting metrics such as Market Share and the percentage of New Customers. Market Share is defined as the percentage of total market revenue attributed to the organization, calculated by dividing company revenues by total market revenue. The metric for New Customers emphasizes the importance of tracking revenue generated from new clientele as a fraction of overall customer volume.
The second section addresses the objective of enhancing customer satisfaction. It includes metrics like Customer Satisfaction Score, which gauges how satisfied customers are with the service or product, and the Net Promoter Score (NPS), a measure of customer loyalty derived from the difference between promoters and detractors. The Customer Retention Rate is also noted, providing insight into customer churn, while the Share of Wallet metric assesses the proportion of a customer's total spending that goes to the company.
The slide further outlines metrics under the category of Responsive Supply, with On-time Delivery being a critical measure of operational efficiency. This metric evaluates the company's ability to deliver products promptly, calculated by the ratio of shipments meeting delivery dates to total shipments. Lastly, the slide touches on Attracting Profitable Customers, indicating that some customers may be consistently unprofitable, which is crucial for strategic decision-making. Collectively, these metrics provide a comprehensive framework for organizations to assess their performance and align their strategies with customer-centric goals.
This slide is part of the Supercharge Strategy Execution: Performance Scorecard PowerPoint presentation.
Performance Scorecard: Proprietary framework crafted by ex BCG & EY Consultants - your blueprint for successful strategy execution and cross-functional collaboration.
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Performance Management Balanced Scorecard KPI Strategy Deployment & Execution Customer Loyalty Customer Satisfaction Strategy Execution Customer Retention Net Promoter Score
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