Measurement Framework
Purpose: Develop a framework to measure and understand performance of key customer journeys.
Approach:
- Customer Journey Mapping – defining key customer journeys, sub-journeys and ideal metrics per step
- Data aggregation & visualisation – ensuring metrics are accessible in a single visualisation tool
- Assigning targets and ownership – ensuring accountability and targets for each metric
- Correlation and causation analysis – understanding relationship between different metrics
- Embedding within business forums – ensuring framework is driving actions.
Output:
- Real-time, cross brand/product dashboard, with different level stakeholder views
- Functional OKRs defined based on MF
- Roadmaps updated to be targeted and measurable
Customer Churn
Revenue
Customer Acquisition
Journey Design
