Executive’s Guide to the modern metrics framework for customer success and support (OCMFgroup.org)

The Open Customer Metrics Framework is the open, modern measurements framework that helps support and success leaders measure what actually matters.

Created by a group of award-winning practitioners and experts, OCMF is designed to facilitate an environment of learning and dialogue.  

This is the first in a series that walks through the standard, and the thinking behind it.

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Time to Smile: The new killer internal Customer Experience metric?

While support executives have made great strides in making sure our teams think about the customer first, this way of thinking runs smack into reality when we reach across internal departments to get an issue solved for a customer. The further away you get from people who interact with customers on a daily basis, the more likely you are to go from a personal, emotional connection with a customer and their issue to an ‘escalation’ (read: interruption from my ‘real’ job) that has to be dealt with.

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Klever’s Law: Time to Customer Value

Want to know perhaps the simplest, most powerful measure that aligns every customer-facing department with the customer? Time to Customer Value.

Here is how to calculate it.

Time to Customer Value = Time to Value (before sale) + Time to Value (after sale) + Time to Smile (after interruption).

Measured in days. If your Time to Customer Value is zero or even negative (days), you are doing really well.

Let’s break this down.

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