What is the difference between CPIs and KPIs in business metrics?

Accountability plays a crucial role in managing the impact of Customer Performance Indicators (CPIs) on Key Performance Indicators (KPIs). Once the relationships between specific CPIs and KPIs are confirmed, teams should be held accountable for the CPIs they can impact. This means that they are responsible for monitoring and improving these CPIs, which in turn will positively affect the KPIs. Accountability ensures that there is a clear understanding of who is responsible for what, which leads to better management and ultimately better performance.

Businesses can connect CPIs (Customer Performance Indicators) to KPIs (Key Performance Indicators) to drive performance by first defining their CPIs. This involves identifying customer frustrations, expectations, and target outcomes at specific points of their customer journeys. Once the CPIs are determined, businesses should measure them and see how they impact one or more of their KPIs. When the relationships between specific CPIs and KPIs are confirmed, businesses should start holding teams accountable to the CPIs they can impact. This process helps to drive business performance by ensuring that customer-focused metrics are directly linked to overall business performance metrics.

Some effective ways to gain insights that surveys wouldn't know to ask include conducting in-depth interviews, focus groups, and ethnographic studies. These methods allow for open-ended and exploratory discussions, which can reveal unexpected insights. Additionally, observing customer behavior directly, such as through usability testing or customer journey mapping, can provide valuable insights that customers might not think to mention in a survey. Lastly, analyzing customer data, such as usage patterns and customer support interactions, can reveal unspoken needs and frustrations.