Customer Performance Management
The measurement of customer relationships, using customer feedback methodologies to assess their needs, goals and targets. Customer Performance Management (CPM) aims to provide qualitative customer based results with an in-depth understanding of human behavior and the reasons that govern such behaviour. This is unlike quantitative analytic methods that employ mathematical models, theories and/or hypotheses pertaining to natural phenomena.
Customer Performance Management uses individual customer feedback (including comparison indicators such as Advocacy Index) to drive increased profit, turnover and customer retention[1].
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