1. Identify and explain the KPI (Key Performance Indicators) and Targets for handling the customers/ clients in your organization/company Vision Purpose Strategic Priorities Strategic Results Financial Customer Improve Clarity of Offering Improve Market Perception Improve Customer Satisfaction % Market share index % Customer satisfaction index . % Focus group user index 3% per year 85% this year . > 90% each focus session new UK regions Improve the Offering two year programme Create improved offering selection process Hook into prove the -you can use the image above as your guide in coming up with KPI + Target. Don't forget to explain the KPI and targets