What is customer value?

Customers are one of the stakeholders that has the most impact on an organisation. It is not enough to provide them with something that is valuable. They must perceive that products or services give them value to actually commit their trust and money.

In practice, this means that investments or initiatives to provide better and faster products or services cannot be measured with business cases or other internal metrics. It can only be measured through the expression of the customers themselves.

The value of an effort by an organisation should be possible to trace to some kind of positive customer value. If not, the effort should be deeply questioned.

Customer value can be measured in many different ways. See Quality Management for more information.