In most retail organizations, metrics like same stores sales and comps dominate conversations about growth.
While retailers strive to be more customer-centric, it’s difficult in practice to set and track customer-centric goals.
The retailers thriving in today’s environment are the ones that focus relentlessly on the customer. They obsess about customer KPIs in the boardroom. And they've organized their teams and technology to be able to focus on customer goals like boosting the 1-2x buyer rate and preventing churn.
To understand which customer KPIs are responsible for stellar growth, we examined data from over 100 of our retail customers (over 500 million end customers and 150 billion dollars in annual transaction volume) and uncovered the metrics that matter.
Read on to learn:
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