When we brought together leading organizations and leaders in companies to create a modern, open, balanced measurement scorecard — the Open Customer Metrics Framework (OCMF) — there were some measures we called ’emerging measures’. These are measures we felt were important, but we didn’t really have specifics on how to capture them. I’ll walk through one of the more intriguing ones, and how we use this internally at Klever Insight.
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.