Live & Archived Webinars

Please join us for a free informational webinar featuring renowned Performance Measurement expert and ActiveStrategy strategic consulting partner, Mark Graham Brown, about how to transform your organization's customer-related performance metrics. Hear how and why you should get away from using the typical customer satisfaction survey as your primary indicator of customer loyalty. See alternative customer metrics that really predict future buying behavior and loyalty. Hear examples of best practice metrics from leading companies and how they are using these innovative measures to drive growth, profitability, and other important outcomes.

In this 1-hour webinar, Mr. Brown will talk about:

• Commonly Used Customer Metrics
• 5 Customer Metrics You Should Be Wary Of
• Great Customer Metrics You Should Use – Plus Real-World Examples
• Using These Metrics to Drive the Right Behavior
• How Customer Metrics Fit into a Broader Performance Measurement Framework
• The Role of Technology

We'll also leave time for live Q&A from the audience.

About Mark Graham Brown
Mark Graham Brown has been helping organizations improve performance since 1979 and has worked with organizations in the U.S. and in 16 other countries. He is a leading expert on performance measurement, Balanced Scorecards, and the Baldrige model. Mr. Brown has written numerous books on these topics, including "Keeping Score – Using the Right Metrics to Drive World Class Business." He is also a frequent presenter for the Institute for Management Studies and the California Council for Excellence.

Register now for Customer Metrics That Work
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