Customer Experience Matrix

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So Many Measures, So Little Time

Customer Experience Matrix

These were fundamental concepts like market share, customer lifetime value, gross rating points, and clickthrough rate. One result that struck me was how little overlap I found: on two big lists of just over 100 metrics each, there were only 24 in common. These are used to measure staff productivity and degree of targeting.)

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Hard Data to Justify Your Marketing Automation Investment

Customer Experience Matrix

Aberdeen Group, “Lead Lifecycle Management,” July 2009 Best in Class Average % higher Return on Marketing Investment 75% 45% 67% Lead to Sales Conversion Rate 8% 3% 167% Average Increase in Response Rate 12% 7% 71% Aberdeen Group, “Crossing the Chasm with Automated Lead Management”, January 2010 Best in Class Average % higher Average Revenue Growth (..)

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Salespeople: One Question Matters Most

Customer Experience Matrix

Note that none of listed categories included behavioral information such as email clickthroughs or Web page visits, which demand generation vendors make so much of. I doubt they would have ranked highly had they been included.