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Forrester Report: How To Measure Value For Customer


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Forrester Report: How To Measure Value For Customer

How do your customers derive value? Let’s put it a simpler way; do your customers get what they need from you?

This sounds like a simple question, but it makes a huge assumption; that you actually know what customers need from you. Perhaps you do, but perhaps you’ve based your answer on what you believe they want. What Forrester refer to as a “flawed proxy”. And no one wants one of them.

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In this report, Forrester’s analysts lay out clear strategies to help you assemble a complete picture of the value customers derive from you. Download the report so you can:

  • Identify what matters most across four dimensions of value; economic, functional, experiential and symbolic. It might not be what you think.
  • Define suitable measurement approaches for value drivers. Are your existing measures right? You might need to move beyond the survey for this…
  • Prioritize value gaps and compare with competitors. Get stakeholders involved and identify tactics to close the gap.

Your perception of what customers need might be spot on. But it might be wrong. Find out if you’re basing decisions on flawed proxies. Download the report now.

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