{"id":4372,"date":"2019-09-30T12:01:46","date_gmt":"2019-09-30T10:01:46","guid":{"rendered":"https:\/\/www.ldb-micaresearch.com\/?p=4372"},"modified":"2024-03-15T11:13:18","modified_gmt":"2024-03-15T10:13:18","slug":"kpi-in-customer-relationship-the-new-trend","status":"publish","type":"post","link":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/","title":{"rendered":"KPI in customer relationship, the new trend"},"content":{"rendered":"<p>KPI in customer relationship, the new trend<\/p>\n<p><span style=\"color: #245064;\"><strong>Customer relationhip and customer experience are topics getting increasingly important in companies. It is in this context that KPI (Key Performance Indicators) are developing.<\/strong><\/span><\/p>\n<p>In an AMARC conference on KPI, Christophe Benavent stressed the lack of financial indicators and the need to take into account more qualitative elements, particularly those related to customers.<\/p>\n<p>&nbsp;<\/p>\n<h6><span style=\"color: #3e7e9c;\">In the field of customer relationship and experience, KPI can:<\/span><\/h6>\n<ul>\n<li><strong>come from many sources:<\/strong> customer databases, audience and behavioural measurements, results of internal or external surveys&#8230;<\/li>\n<li><strong>take many forms:<\/strong> waiting\/response time, average processing time, customer satisfaction, claim rate, customer effort score (predictive power of re-purchase much higher than satisfaction and recommendation), NPS &#8211; Net promoter score, customer consultants satisfaction, turnover&#8230;<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h6><strong><span style=\"color: #3e7e9c;\">In view of this amount of KPIs, it is important to understand what makes a KPI a good indicator:<\/span><\/strong><\/h6>\n<ul>\n<li><strong> Validity:<\/strong> it measures a gap between what was expected (the level of expectation) and what is achieved (perceived quality).<\/li>\n<li><strong>Reliability:<\/strong> absence of bias, representative samples&#8230;.<\/li>\n<li><strong>Sensitivity:<\/strong> measurement of variations with sufficient precision<\/li>\n<li><strong>Objectivity:<\/strong> independent measurement of the survey population<\/li>\n<li><strong>Predictability:<\/strong> prediction of consequences. According to Christophe Benavent &#8220;a good KPI is not about measuring, it is about predicting.&#8221;<\/li>\n<li><strong>Intelligibility:<\/strong> indicator that makes sense for users<\/li>\n<\/ul>\n<h6><span style=\"color: #3e7e9c;\"><strong>In addition to these characteristics, there are also some key success factors:<\/strong><\/span><\/h6>\n<ul>\n<li><strong>To have few KPIs&#8230;.<\/strong><\/li>\n<li><strong>&#8230; which change regularly:\u00a0<\/strong>they must be scalable as well as what they measure and therefore must not be static&#8230;<\/li>\n<li><strong>&#8230; KPIs which are evaluated in causal models and whose effects are verified&#8230;.<\/strong><\/li>\n<li><strong>&#8230; which create unanimity<\/strong> (none or weak internal opposition)<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #808080;\"><em><strong>Do you want to evaluate and improve your customer relationship? <\/strong><\/em><\/span><br \/>\n<span style=\"color: #808080;\"><em><strong>As customer relationship specialist, LDB Mica Research offers you its solutions adapted to your challenges<span style=\"color: #808080;\">. <a style=\"color: #808080;\" href=\"https:\/\/www.ldb-micaresearch.com\/en\/functions\/customer-relationship-quality-monitoring\/\" target=\"_blank\" rel=\"noopener\"><u>Contact us<\/u><\/a>.<\/span><\/strong><\/em><\/span><\/p>\n<p><span style=\"color: #808080;\"><strong><em>The LDB Mica Research team<\/em> <\/strong><\/span><\/p>\n<p><a href=\"https:\/\/twitter.com\/LdbMicaResearch\" target=\"_blank\" rel=\"noopener\"><br \/>\n<\/a><em><a href=\"https:\/\/www.linkedin.com\/company\/ldb-mica-research\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-2725\" src=\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/02\/Linkedin_circle.svg_-300x300.png\" alt=\"\" width=\"42\" height=\"42\" \/><\/a><span style=\"color: #808080;\"><a href=\"https:\/\/twitter.com\/LdbMicaResearch\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3443 alignleft\" src=\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/04\/Twitter_Logo_Blue-300x300.png\" alt=\"\" width=\"51\" height=\"51\" srcset=\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/04\/Twitter_Logo_Blue-300x300.png 300w, https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/04\/Twitter_Logo_Blue-150x150.png 150w, https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/04\/Twitter_Logo_Blue.png 400w\" sizes=\"(max-width: 51px) 100vw, 51px\" \/><\/a><\/span><br \/>\n<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-size: 85%;\"><span style=\"color: #808080;\"><em>Sources:<\/em><\/span><br \/>\n<span style=\"font-size: 85%;\"><u><span style=\"color: #808080;\"><a style=\"color: #808080;\" href=\"https:\/\/www.sensduclient.com\/2019\/08\/la-kpi-mania-dans-la-relation-client.html\" target=\"_blank\" rel=\"noopener\"><em>&#8211; La kpi mania dans la relation client<\/em><\/a><\/span><\/u><\/span><\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>KPI in customer relationship, the new trend Customer relationhip and customer experience are topics getting increasingly important in companies. It is in this context that KPI (Key Performance Indicators) are developing. In an AMARC conference on KPI, Christophe Benavent stressed the lack of financial indicators and the need to take into account more qualitative elements, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":4356,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[3],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales<\/title>\n<meta name=\"description\" content=\"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales\" \/>\n<meta property=\"og:description\" content=\"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\" \/>\n<meta property=\"og:site_name\" content=\"LDB Mica Research - Institut d&#039;\u00e9tudes internationales\" \/>\n<meta property=\"article:published_time\" content=\"2019-09-30T10:01:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-15T10:13:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"903\" \/>\n\t<meta property=\"og:image:height\" content=\"602\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"LDB Mica Research\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"LDB Mica Research\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\"},\"author\":{\"name\":\"LDB Mica Research\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/1cf5d437dd7fac21e1ced2a81e740ed3\"},\"headline\":\"KPI in customer relationship, the new trend\",\"datePublished\":\"2019-09-30T10:01:46+00:00\",\"dateModified\":\"2024-03-15T10:13:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\"},\"wordCount\":313,\"publisher\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\",\"url\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\",\"name\":\"KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales\",\"isPartOf\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg\",\"datePublished\":\"2019-09-30T10:01:46+00:00\",\"dateModified\":\"2024-03-15T10:13:18+00:00\",\"description\":\"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...\",\"breadcrumb\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage\",\"url\":\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg\",\"contentUrl\":\"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg\",\"width\":903,\"height\":602,\"caption\":\"KPI dans la relation client, la nouvelle tendance\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.ldb-micaresearch.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"KPI in customer relationship, the new trend\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#website\",\"url\":\"https:\/\/www.ldb-micaresearch.com\/en\/\",\"name\":\"LDB Mica Research - Institut d&#039;\u00e9tudes internationales\",\"description\":\"Sp\u00e9cialiste de la Satisfaction client depuis plus de 30 ans, notre institut d&#039;\u00e9tudes vous accompagne pour vos Etudes Quali \/ Quanti - Centre d&#039;appels international, Paris.\",\"publisher\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.ldb-micaresearch.com\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#organization\",\"name\":\"LDB Mica Research\",\"url\":\"https:\/\/www.ldb-micaresearch.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"http:\/\/s876604401.onlinehome.fr\/wp-content\/uploads\/2019\/01\/Logo-LDB-MR-1.png\",\"contentUrl\":\"http:\/\/s876604401.onlinehome.fr\/wp-content\/uploads\/2019\/01\/Logo-LDB-MR-1.png\",\"width\":312,\"height\":38,\"caption\":\"LDB Mica Research\"},\"image\":{\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/1cf5d437dd7fac21e1ced2a81e740ed3\",\"name\":\"LDB Mica Research\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e1f4d62138d3e351856cedad2f0f2273?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e1f4d62138d3e351856cedad2f0f2273?s=96&d=mm&r=g\",\"caption\":\"LDB Mica Research\"},\"url\":\"https:\/\/www.ldb-micaresearch.com\/en\/author\/adminldb\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales","description":"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/","og_locale":"en_US","og_type":"article","og_title":"KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales","og_description":"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...","og_url":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/","og_site_name":"LDB Mica Research - Institut d&#039;\u00e9tudes internationales","article_published_time":"2019-09-30T10:01:46+00:00","article_modified_time":"2024-03-15T10:13:18+00:00","og_image":[{"width":903,"height":602,"url":"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg","type":"image\/jpeg"}],"author":"LDB Mica Research","twitter_card":"summary_large_image","twitter_misc":{"Written by":"LDB Mica Research","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#article","isPartOf":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/"},"author":{"name":"LDB Mica Research","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/1cf5d437dd7fac21e1ced2a81e740ed3"},"headline":"KPI in customer relationship, the new trend","datePublished":"2019-09-30T10:01:46+00:00","dateModified":"2024-03-15T10:13:18+00:00","mainEntityOfPage":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/"},"wordCount":313,"publisher":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/#organization"},"image":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage"},"thumbnailUrl":"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/","url":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/","name":"KPI in customer relationship, the new trend - LDB Mica Research - Institut d&#039;\u00e9tudes internationales","isPartOf":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage"},"image":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage"},"thumbnailUrl":"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg","datePublished":"2019-09-30T10:01:46+00:00","dateModified":"2024-03-15T10:13:18+00:00","description":"KPI in customer relationship, the new trend. Customer relationhip, experience and their KPIs Indicators) are getting increasingly importantin companies...","breadcrumb":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#primaryimage","url":"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg","contentUrl":"https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg","width":903,"height":602,"caption":"KPI dans la relation client, la nouvelle tendance"},{"@type":"BreadcrumbList","@id":"https:\/\/www.ldb-micaresearch.com\/en\/kpi-in-customer-relationship-the-new-trend\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.ldb-micaresearch.com\/en\/"},{"@type":"ListItem","position":2,"name":"KPI in customer relationship, the new trend"}]},{"@type":"WebSite","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#website","url":"https:\/\/www.ldb-micaresearch.com\/en\/","name":"LDB Mica Research - Institut d&#039;\u00e9tudes internationales","description":"Sp\u00e9cialiste de la Satisfaction client depuis plus de 30 ans, notre institut d&#039;\u00e9tudes vous accompagne pour vos Etudes Quali \/ Quanti - Centre d&#039;appels international, Paris.","publisher":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.ldb-micaresearch.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#organization","name":"LDB Mica Research","url":"https:\/\/www.ldb-micaresearch.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/logo\/image\/","url":"http:\/\/s876604401.onlinehome.fr\/wp-content\/uploads\/2019\/01\/Logo-LDB-MR-1.png","contentUrl":"http:\/\/s876604401.onlinehome.fr\/wp-content\/uploads\/2019\/01\/Logo-LDB-MR-1.png","width":312,"height":38,"caption":"LDB Mica Research"},"image":{"@id":"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/1cf5d437dd7fac21e1ced2a81e740ed3","name":"LDB Mica Research","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.ldb-micaresearch.com\/en\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/e1f4d62138d3e351856cedad2f0f2273?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e1f4d62138d3e351856cedad2f0f2273?s=96&d=mm&r=g","caption":"LDB Mica Research"},"url":"https:\/\/www.ldb-micaresearch.com\/en\/author\/adminldb\/"}]}},"uagb_featured_image_src":{"full":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg",903,602,false],"thumbnail":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi-150x150.jpeg",150,150,true],"medium":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi-300x200.jpeg",300,200,true],"medium_large":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi-768x512.jpeg",768,512,true],"large":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg",903,602,false],"1536x1536":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg",903,602,false],"2048x2048":["https:\/\/www.ldb-micaresearch.com\/wp-content\/uploads\/2019\/09\/201804kpi.jpeg",903,602,false]},"uagb_author_info":{"display_name":"LDB Mica Research","author_link":"https:\/\/www.ldb-micaresearch.com\/en\/author\/adminldb\/"},"uagb_comment_info":0,"uagb_excerpt":"KPI in customer relationship, the new trend Customer relationhip and customer experience are topics getting increasingly important in companies. It is in this context that KPI (Key Performance Indicators) are developing. In an AMARC conference on KPI, Christophe Benavent stressed the lack of financial indicators and the need to take into account more qualitative elements,&hellip;","_links":{"self":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/4372"}],"collection":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/comments?post=4372"}],"version-history":[{"count":7,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/4372\/revisions"}],"predecessor-version":[{"id":4383,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/4372\/revisions\/4383"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/media\/4356"}],"wp:attachment":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/media?parent=4372"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/categories?post=4372"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/tags?post=4372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}