How can CPIs be implemented in a company's measurement system?

CPIs, or Customer Performance Indicators, can be implemented in a company's measurement system by first identifying the metrics that customers value the most. These could be things like how quickly they can get a pricing quote, the effectiveness of a customer service call, or the quality of a product delivery. Once these metrics have been identified, they can be tracked and measured regularly to ensure that the company is meeting its customers' needs and expectations. This shift from company-centric to customer-centric measurements can help a company to become more customer-focused in its operations.

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First, Cornfield poses a question: "Most leaders say they're customer-centric, but if everything they measure is company-centric, how could that be true?" He then goes on to explain that Customer Performance Indicators (CPIs) is "the new black" in the world of KPIs. In a nutshell, CPIs are the metrics that customers value, rather than the ones that the company values the most. For example, how fast someone can get a pricing quote, a "first-time resolution" on a customer service call or having a grocery delivery with "nothing broken."

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KPI Dashboards (Part 2)

With Part 2 of our KPI Dashboards collection, report even more detailed metrics about your projects, and products. With more in-depth chart and metric...

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