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Marketing Metrics

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Marketing Metrics

At the beginning of The Balanced Scorecard, a book on the new generation of performance metrics, authors-Dr. Robert Kaplan and Dr. David Norton present an analogy to drive home their case. They ask you to imagine entering an airline jet cockpit, and in front of the pilot, you see just one gauge.
You ask the pilot, "What's that gauge measure?"
"Altitude", you're told.
"What about the other gauges?"
"We won't be using them this flight. I'm just focusing on altitude."
"How about air speed?"
"No, that's the gauge I was using last flight. I wanted to try something different this one."
"Compass?"
"Not this time"
"Fuel gauge?"
"Nope!"
The idea is, of course, that you need a balanced set of measures to accurately …show more content…

The first responsibility of marketing is to identify and enable the organization to acquire customers. Without customers, there is no revenue and without revenue, there is no business. Acquisition enables the company to increase its market share. There are four key performance indicators that enable the companies to address market share: Customer Growth Rate; Share of Preference; Share of Voice and Share of Distribution.

The second responsibility of marketing is to keep the customers the company acquires and grows the value of these customers. Customers who are not buyers are an expensive and ultimately disastrous liability. Such a situation indicates serious problems and hinders the ability of the firm to create leverage. Key performance indicators related to this include: Frequency and Recency of Purchase; Share Of Wallet: Purchase Value Growth Rate; Customer Tenure and Customer Loyalty and Advocacy.

The third responsibility is to make the customers buy something so that the wealth of stockholders' increases. Until the 1970s, a company's value was determined by its book value. Over time, intangible assets, such as a company's intellectual property, customer value, franchises, goodwill, etc. have had an increasing effect on a

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