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Managing to Strategic Customer Metrics
Author: Dennis Chapman, The Chapman Group
Presentation Handout | February 28, 2010
The most recent global economic conditions have created an even greater need for customers to measure supplier performance. Using a case study, the presenter will focus on three categories of critical metrics identified by buyers that best determine the performance of their supplier's strategic account team: 1) Relationship Performance; 2) Business Performance; and 3) Structural Performance. For suppliers, these same metrics are equally, if not more, important to measure and know. You will learn: * The drivers associated with the relationship, business and structural metrics * The principles and foundation for developing, communicating and validating an economic value (ROI) calculator * How to measure performance to customer expectations using a "voice of the customer" index
Available to SAMA members only
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