Overview of Client Performance Metrics That Matter for Services Industry

This IDC Market Perspective provides an overview of client metrics that matter for the services industry. As the saying goes "Customer's perception is your organization's reality." Choosing the right set of metrics can bridge the gap between framing the correct strategy to spur growth and achieving it. The wrong KPIs can lead to a lot of wasted time, effort, and money on the organization's part while not achieving the desired results."For organizations, it is not a choice whether to track or prioritize client metrics or not. It is important to keep track of macroeconomic trends to identify which countries/regions have policies that are leading to economic growth and prioritize those markets. Tracking and analyzing client feedback and taking decisions based on that will result in meeting or even exceeding customer expectations and encourage a positive customer experience. A happy client can also become a loyal advocate who can do half the marketing to a potential customer on your behalf and that too for free," says Nishant Bansal, associate research director, IDC's Worldwide Services.