HomeResearch Articles Prioritizing Customer Experience Improvements: Operationalizing the Scorecard

Prioritizing Customer Experience Improvements: Operationalizing the Scorecard

  • Many b-to-b organizations focus their customer experience improvement opportunities on a few limited and often subjective variables
  • Our customer experience scorecard provides criteria in four categories with which to assess improvement opportunities
  • Customer experience leaders should customize the scorecard by adjusting pick lists and weightings, then score each opportunity to determine which to focus on
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