PXP Ventures launches "Customer Metrics
PXP Ventures has invested in the startup Customer Metrics. The HSLU spin-off has developed a methodology that can be used to measure and sustainably implement customer centricity in a company.
There are many measurement methods around the topic of customer satisfaction, but they all have one thing in common: "They tend to be symptom analyses that say little or nothing about the cause of the problem - and what can be done about it. That's exactly what's different with Customer Metrics," says Jan-Erik Baars, professor at the Lucerne University of Applied Sciences and Arts HSLU, who developed the methodology behind it.
Together with Prof. Dr. Dominik Georgi at the HSLU, Baars researched an approach that analyzes companies as simply as possible but in depth in terms of customer centricity - and shows what can be improved. Thus, after several years of research and in collaboration with Swisscom, the so-called Customer Centricity Score, or "CCScore" for short, was created.
The CCSScore is available for companies of all sizes and industries and is based on an internal survey with 15 core questions. "The survey is internal because the structures, processes and management have an immense influence on how customer-centric a company is - or can be better," Georgi explains. Based on the answers of as many employees as possible, a profile is created and the starting points and levers for an orientation toward customer centricity are identified. Now, on the newly launched website a self-test can be performed.
PXP Ventures acquires Marketing and further development
The Startup accelerator PXP Ventures as co-founder of Customer Metrics, is now responsible for further marketing. "We support the company by developing the product in a market-oriented way and driving marketing. That's our investment. Operationally, we handle this through our sister company Partner & Partner," says Luc Holzach, co-founder and partner at PXP Ventures.
"To develop and test the methodology, we have the knowledge and the resources," says Baars, adding, "However, to turn it into a product and market it, we are dependent on other partners and are very happy to have found one in PXP Ventures that brings the appropriate know-how, both in terms of business and content."
Further score in progress
A second score, which measures customer centricity from the customer's perspective, is now in the pilot phase. The Customer Impact Score, or "CIScore" for short, is complementary to the CCScore and surveys the external perspective. CCScore and CIScore can be used independently of each other. However, simultaneous application is ideal in order to obtain as comprehensive a picture as possible of a company's customer centricity.
Meanwhile, PXP Ventures is also developing the CCScore further: In 2022, it is to be made accessible on a low-threshold basis via a self-service platform. Partner & Partner has been commissioned to build this platform. The development phase of the online platform will take around another year.
