Knowing what KPIs you want to track is one thing; being able to measure them is quite another. Creating an industry-leading customer-centric buying experience requires a wide range of technologies – and ownership of these can fall within a variety of departments. Many will be in sales and marketing, but there may be other solutions in place at functions within the business such as a centralized digital team or even customer success.
Forming a comprehensive picture of where you can source insights requires you to map out where these platforms are, and who owns them. Like so many aspects of an ABX program, sourcing insights and driving measurement has to be a collaborative cross-functional effort.
This picture provides you with your first port of call for who to talk to about arranging access to the information you need, as well as potentially expanding your knowledge of what metrics might be possible either now or in the future.