CTO Operations

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Measuring Customer and Employee Relationships

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Critical Factors for Customer Relation and Product marketing

  1. “Understand me and give me the right information and advice”
  2. “Give me convenient access to the right products”
  3. “Appreciate me and get things done easily, quickly, and right”

Measuring Customer Relation

  1. Number of customers profiled
  2. Number of customers with financial plans
  3. Number of targeted customer using on-line channel for transactions
  4. Customer survey responses on questions related to appreciation and ease of working with the bank.

Measuring Employee Relationship

  1. “We hire, develop, retain, and reward great people”
  2. “We are trained in the skills we need to succeed.”
  3. “We understand the strategy and know what we need to do to implement it”
  4. “We have the information and tools we need to do our job.”


Author: Guntram Bechtold

Guntram Bechtold lebt mit seiner Familie in Dornbirn. Gemeinsam mit Freunden und Geschäftspartnern entstehen Angebote wie die BusinessLabs, die AgentConf, die WorkerConf oder die Plattform für Digitale Initiativen. Der passionierte Läufer ist für seine Livestreams auf dem Fahrrad bekannt und gefürchtet. Guntram arbeitet bei der Vorarlberger Digitalagentur StarsMedia und hilft mit den Smart City Dornbirn Wettbewerb zu organisieren.

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  1. Pingback: Balanced Scorecard for Evaluating KPI | CTO OPs

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