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Tips for measuring ROI

One critical aspect your Voice of the Customer program is about proving the return on investment. Here are some tips with measuring ROI:

1. Make certain you get the financial information built into the contact file

  • Good information to have: Sales metrics
  • Better information: Revenue or profitability metrics
  • Best information: Revenue and profitability metrics

2. Analyze your sampling plan based on the financials to ensure adequate representation

3. Consider how to aggregate data into accounts to align with your financial data

4. Align financial information with CX initiatives.

5. Align the approach to where your program is in the project maturity cycle

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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