For years I've helped individuals and organizations solve gnarly problems through data (even wrote a book about it). Most industries have standard success measures (sales, productivity, customer satisfaction, etc.) and those are a great place to start. Here is a brief list of common KPIs and how to think about them.
From 67% satisfied customers (bad)
to 92% satisfied customers (much better) ~ On a project to improve long-standing poor customer satisfaction the data revealed policies that prevented customer service agents from giving customers what they wanted.
~ I re-wrote those policies (with product team buy-in) and identified technical training that would raise the standard of service. ~ Over a few months, customers consistently scored the team higher in customer satisfaction due to the changes. |
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All actions in an organization should either drive revenue in, or drive cost out. Which one is yours?
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