Selecting Customer Value Dashboard Contents

摘要

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. One component of relevance is personalization: recognizing that different people need different information and presenting something suitable to each person. However, listing personalization as a requirement simply begs the question of what each recipient's personalized dashboard should include.