Metrics

The three main metrics used in CX are acquisition (increase sales), retention (monetize relationship), and efficiency (leverage investment). These areas should be considered together with the business challenges that are related to each metric. Let us see how these metrics relate to CX:

All of these three metric groups are essential for the company's future. Monetized relationships provide the company with stability; increased sales provides the company with growth opportunities while leveraging investment keeps expenditure in check.