Do you rely on your gut when making decisions? Don’t worry — it’s neither irrational nor outdated. Today, we understand that even intuitive decisions draw on our experiences and knowledge. Whether you prefer head or heart in decision-making, it’s essential to know the facts, data, and numbers to derive actionable recommendations. For customer experience, this means understanding how to measure and improve customer satisfaction, service efficiency, and sales performance. Here, we show you how to choose the right KPIs and use them wisely.

Which KPIs Help You Make Good Decisions? To determine this, define your objectives and establish a strategy to reach them. A useful tool here is a Value Map, which provides a clear and comparative view of your offer’s main aspects, customer benefits, and solutions. Want to increase revenue? A potential strategy could include sharpening your focus on customer needs.

Find out what your customers need and offer exactly that — tailored solutions, extra services, in short, anything that strengthens customer loyalty and boosts sales opportunities. From these objectives, derive relevant KPIs, such as the number of custom solutions sold or how frequently up-selling and cross-selling offers are used. These measurable values can yield valuable insights and reveal areas for improvement.

What Can Be Measured and How?

Almost everything, one might say. The key is to decide in advance which insights you want your KPIs to provide and to focus on those. Do you want to improve customer satisfaction and enhance service and sales efficiency? Then ensure an exceptional customer experience (CX). This includes considering all customer touchpoints along their journey with your company. Measure everything from the first website visit to product purchase or service booking. Key metrics include website traffic, reach in professional networks, conversion rates to qualified leads and customers, order volume, renewal rates, and satisfaction rates (such as first-time fix rates).

Internally, you can increase efficiency by measuring and analyzing metrics in the service department, such as ticket resolution times or the workload of support and technical staff. Every KPI should be measurable and easy to visualize.

 

Pulling the Strings Behind the Scenes: IT Systems and Support

Does this sound like a lot of work? It doesn’t have to be. An IT system optimized for the right KPIs and seamlessly integrated makes data collection and value-based analysis an automated process. Likewise, it simplifies the derivation and implementation of measurable actions and strategies.

This approach gives you a holistic view of your CX performance, helping you identify issues and opportunities more easily. Connected systems allow better process control, turning transparency into a success factor as your actions become measurable and traceable. Instead of attributing success to individual sales achievements, you create data-driven benefits for the entire organization.