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	Podcast:		Forrester's CX Cast
	Episode:		65: How Metrics Drive Your Customer Obsession
	Category:		Business
	Duration:		00:11:03
	Publish Date:		2016-08-24 23:00:00
	Description:		Customer-obsessed companies need metrics to quantify the business result of customer obsession and to incent customer-focused decisions. But there is no magic metric. Instead, firms must embrace an approach that looks at all financial, customer, operational, and employee metrics from the customer's perspective. In this episode, Forrester Senior Analyst Maxie Schmidt-Subramanian highlights how this perspective changes the way that firms measure, analyze, and optimize interactions across touchpoints. To learn more, read the "How Metrics Drive Your Customer Obsession" Forrester report.
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