• Sagar

    Enjoyed reading this. As a startup in this space we see everyday how contemporary (read ancient) marketing and customer acquisition practices don’t yield the required results. Still, we find that businesses and organizations are very suspicious of this ‘new age’ practice of customer experience management and want it to be broken down into metrics like CPC.

    The top 12 metrics you have mentioned are a definite step forward for those willing to adopt CEM practices. For what its worth, I think measuring customer experience is the only way to go.

    Regards,
    Sagar (http://muhive.com)