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    KPIs For A CMO

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    Anonymous qn0rOBpLT
    The key priorities for a CMO are to increase customer acquisition, grow the brand, improve marketing campaign efficiency, and increase customer retention and repeat purchases. Additional objectives include improving the customer experience to increase customer lifetime value. Key performance indicators used to measure success include customer acquisition cost, return on advertising spend, audience insights to improve targeting, customer satisfaction score, net promoter score, hit rate, and various metrics related to customer service response times and escalation rates.

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    KPIs For A CMO

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    Anonymous qn0rOBpLT
    81 views2 pages
    The key priorities for a CMO are to increase customer acquisition, grow the brand, improve marketing campaign efficiency, and increase customer retention and repeat purchases. Additional objectives include improving the customer experience to increase customer lifetime value. Key performance indicators used to measure success include customer acquisition cost, return on advertising spend, audience insights to improve targeting, customer satisfaction score, net promoter score, hit rate, and various metrics related to customer service response times and escalation rates.

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    KPIs for a CMO

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    KPIs for a CMO

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    The key priorities for a CMO are to increase customer acquisition, grow the brand, improve marketing campaign efficiency, and increase customer retention and repeat purchases. Additional objectives include improving the customer experience to increase customer lifetime value. Key performance indicators used to measure success include customer acquisition cost, return on advertising spend, audience insights to improve targeting, customer satisfaction score, net promoter score, hit rate, and various metrics related to customer service response times and escalation rates.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    81 views2 pages

    KPIs For A CMO

    Uploaded by

    Anonymous qn0rOBpLT
    The key priorities for a CMO are to increase customer acquisition, grow the brand, improve marketing campaign efficiency, and increase customer retention and repeat purchases. Additional objectives include improving the customer experience to increase customer lifetime value. Key performance indicators used to measure success include customer acquisition cost, return on advertising spend, audience insights to improve targeting, customer satisfaction score, net promoter score, hit rate, and various metrics related to customer service response times and escalation rates.

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    KPIs for a CMO

    CMO’s main Objectives:


    Increase customer acquisition
    Grow brand – no of visits during a period
    Improve the efficiency of marketing campaigns
    Customer retention: increase repeat purchase

    improve customer experience and service: Customer Lifetime Value(Customer revenue


    minus the costs of acquiring and serving the customer)

    Customer acquisition- top priority, amount of marketing spends divided by the number of
    customers acquired through these marketing efforts- the cost for acquiring one customer

    Analysing marketing Campaigns


    Measure Revenue generation- how much of the marketing efforts (and budget) has actually
    translated into revenues. How effective the marketing strategy was.

     Return on Advertising Spend (ROAS) is the amount of revenue a company receives


    for every dollar spent on an advertising source. This is a gauge of the effectiveness
    of online advertising campaigns.

    Audience Insights for Improved Targeting:

    Stay on top of your customer identity. Use customer demographics to learn about your
    buyers and improve the targeting of your marketing campaigns.

    Customer service analysis


     Customer satisfaction (CSAT) score: The CSAT KPI is typically measured by customer
    responses to a very common survey question: “How satisfied were you with your
    experience?” This is usually answered with a numbered scale.
     Net promoter score (NPS): Your NPS KPI provides insight into your customer
    relationships and loyalty by telling you how likely customers are to recommend your
    brand to someone in their network.
     Hit rate: Calculate your hit rate by taking the total number of sales of a single
    product and dividing it by the number of customers who have contacted your
    customer service team about said product.
     Customer service email/call/chat count: This is the number of emails/call/chat your
    customer support team receives.
     First response time: First response time is the average amount of time it takes a
    customer to receive the first response to their query. Aim low!
     Average resolution time: This is the amount of time it takes for a customer support
    issue to be resolved, starting from the point at which the customer reached out
    about the problem.
     Service escalation rate: The service escalation rate KPI tells you how many times a
    customer has asked a customer service representative to redirect them to a
    supervisor or other senior employee. You want to keep this number low.

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