Marketing metrics: Insights from Brazilian managers

作者：Sampaio Claudio Hoffmann^*; Simoes Claudia; Perin Marcelo Gattermann; Almeida Alessandro

来源：Industrial Marketing Management, 2011, 40(1): 8-16.

DOI：10.1016/j.indmarman.2010.09.005

• Performance measure
• Marketing metrics
• Brazilian managerial practice

This study examines how managers approach marketing measures in a Brazilian context. Using data from a large-scale empirical study in Brazil, we focus on managers' views of the practices in marketing measurement and identify which indicators they emphasize. The findings, which reflect Brazilian managerial practice, indicate that managers use a combination of metrics. Items such as total number of customers, number of complaints, and customer satisfaction are among the most known and most used metrics. When addressing the 10 most relevant metrics results yield 4 groups, including customer vision, financial, product vision, and market and innovation. Indicators pertaining to customer vision are the most important to Brazilian managers. Furthermore, we discuss the results and draw comparisons with similar studies conducted in the United Kingdom and China. Finally, we present conclusions and avenues for future research.

• 出版日期2011-1