My previous column showed how standard financial information can be transformed into customer value metrics to gain important insights into business performance. There are many ways to present these values, and the methods chosen will greatly affect the utility of the final product. Here are some guidelines for preparing a customer value dashboard.
First and foremost, the information should be relevant to the recipient. Otherwise, the dashboard will quickly become part of the background noise that every competent manager quickly learns to ignore. No one has time to dig through lengthy reports on the off chance that they may contain something important.
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