Proving the business value of a better online experience is a top priority for Web customer experience leaders. To help, we’ve identified a six-step process that lets even financial novices model the ROI for Web customer experience projects: 1) document the improvements you want to make; 2) define how you expect those improvements to change customer behavior; 3) assign a financial value to each behavior; 4) estimate best- and worst-case scenarios for how far the needle will move; 5) estimate the cost of the project; and 6) plug the data into a spreadsheet and run “what if ” scenarios to arrive at a realistic range of potential ROI. To improve their estimating skills, customer experience professionals should track actual ROI from each project they do and use info about what they got right and what they got wrong to hone future projections.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW