How do you connect each department's and function's metrics, operations and processes? Link customer experience and employee experience using CxC Customer Experience matrix from Customer Worthy book which links every metric to customers. Motivate employees to excellence client by client by showing impact per customer. Snippet contact mrhoffman for deck and download Customer Worthy book.

1. Marketing
Web
Product
Management
Logistics
Operations
Sales
ecommerce
Finance
Legal
Customer
Service
Technology
Who Owns The Customer?
Stores
We Each Work For The
Customer

2. Marketing
Web
Product
Management
Logistics
Operations
Sales
ecommerce
Finance Legal
Customer
Service
Technology
KPI’s by department?
Cost per ship
Return Rate
Out of Stock
Vendor Score
Web Response Time
Usability Rating
Up Time
TPS
Liability
Insurance
Filings
Patents
Cycle Time
Total Quality
Churn
Cost per lead
Lifetime Value
Competitive #
Market Share
Portfolio
Backlog
Usability
Enjoyability
Net Profit
Margin
EBITDA
ROC
Activity Based Costing
Cost per ship
Returns
Customer Satisfaction
Disconnect Rate
NPS
SLAs
Sales pipeline
New Leads
Meetings Booked
Referrals
Revenue per ship
Abandoned Rate
eturns
KPI’s Linked by Customer

3. Marketing Web Product
Management
LogisticsOperationsSalesecommerceFinance Legal Customer
Service
Awareness, Acquisition
Logistics, Channels,
Manufacturing
Contracts, Pricing, Payments,
Technology
Service, Repair, Returns,
Recycle, Disposal
* Codify Customer Value By Lifecycle Stage to
Leverage & Integrate Disparate Technologies
for Customer Value Optimization