Aligned customer management performance matrix  

Customer Focus and Alignment

Customer Loyalty is critical to success but it is not synonymous to success. Customer objectives are subordinate to the share-holder objectives. Customer focus will mean that one will maintain focus on customer acquisition and retention, while being driven by the organization priorities and profitability objectives.


Aligned customer management performance matrix


It is important to know and track on what we want to achieve with the customers as per their current priority, value and profitability. The customer management matrix will typically include the measures and standards across all customer management domains including customer acquisition, retention, servicing and profitability.