We Have Metrics. Now What?

Peguei o trecho a seguir de um artigo na information-management.com (recebi o link por email, talvez tenha que se inscrever pra ler):
http://www.information-management.com/blogs/Measuring-Customer-Experience-CX-Tips-10026944-1.html?utm_campaign=daily-may%2014%202015&utm_medium=email&utm_source=newsletter&ET=informationmgmt%3Ae4372968%3A1993400a%3A&st=email

It is one thing to gain tacit agreement from an operationally driven leader of a functional or business silo that improving customer perceptions of their experience will drive loyalty, which, they will agree, can drive revenue.  It’s quite another thing to win investment approval and for leaders to “sign up for the revenue” that raising CX performance will generate.