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Measuring CX with CPIs (Customer Performance Indicators)
Date: Customized
By the end of this course, you will learn about and understand how the most important CPIs work and can be used, you will have access to real life study cases to better grasp the CPIs applicability and you will be able to identify the most suitable CPIs to work with in your own organisation, connecting them to your organisation’s KPIs to drive to improved business performance and growth.
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Who is the course for?
Customised, from Middle to Senior Management
Benefits & Tools
- If KPIs measure how your customers perform for your company, CPIs measure how your organisation performs for your customers.
- A customer-centric organisation needs to focus and adopt measuring and optimising CPIs whether they focus on a B2C or B2B model. Since customers are influencing the growth of a business, CPIs often represent the most accurate predictor of growth.
- This course will help you gain knowledge and understanding on how to use and integrate in your business CPIs (Customer Performance Indicators) with a focus on NPS. The question to be asked and to which each organisation should seek the answer is: On a scale of 0 to 10, how likely are you to recommend our organisation?
- This is the standard NPS question about how likely people were to recommend each brand. But NPS and CPIs are more than this – they are measurements of satisfaction scores across the customer value chain that can be done by mapping out the customer value chain and all the touching points and measuring satisfaction rates after each important step during this journey.
Acquired Knowledge & Skills
- What CPIs are and how they can help improve the CX created by an organization
- The CX metrics
- Tools and techniques to measure customer satisfaction
- NPS and Behavioural Analysis
- Customer Satisfaction Score (CSAT)
- Improving business performance with CPIs & KPIs: focus attention on outcomes important to your customers (CPIs) to better perform on outcomes important to your business (KPIs)
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