New Gongos Subscription Service Links KPIs to CPIs

US-based customer-centricity specialist Gongos has launched a subscription offering, Value Exchange (Vex) Reports and Advisory Services, which incorporates a patent-pending modeling system linking revenue growth to Customer Performance Indicators (CPIs).

The firm says Vex is the result of new data and analyses conducted across 154 global brands. The accompanying Value Exchange Model includes predictive, prescriptive and diagnostic elements and aims to help corporations 'convert aspirations of customer centricity into top-line profitability and growth'. The Model uses a set of 14 universal CPIs to calculate their relationship to revenue growth as illustrated by a brand's 'Vex Curve' - the latter represents gains and losses that can be realized in Customer Lifetime Value based on performance across validated CPIs.

The Vex package includes dedicated hours of analytics and advisory services to help members with strategy. The 2021 syndicate comprises brands across five categories: digital services, direct-to-consumer, eCommerce, sharing economy, and top-performing B2C brands.

Gongos President & CEO Camille Nicita (pictured) says the Model 'provides executives with the confidence to quite literally link their performance on customer goals with specific business outcomes to facilitate top-line revenue growth'. VP Client Consulting David Robbins adds: 'Companies have long relied on customer-oriented Key Performance Indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). But what these KPIs lack are a focus on what customers truly value as they choose to continue to purchase a product or service, be it fast food, a vehicle, or a streaming service'.

Web site: vex.gongos.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.