Business Development Metrics

Many community indicator efforts examine measures of mobility — how well do community systems support the transportation needs of the citizenry? This may include indicators of commute times, traffic congestion, mass transit use and availability, vehicle miles traveled, effectiveness of roadway systems, transportation planning, commute sheds, or more. Read the rest of this entry »

Cross selling is not going to happen simply by installing new CRM technology. A corresponding movement from a transaction mentality to the underlying CRM principle of focusing on the long-term relationship is required. What does this mean for financial services? Stop pushing products and start building relationships.

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Take the balanced scorecard, for instance. In the tradition of marketing creativity, a graphical document—the balanced scorecard—translates marketing strategy to operational terms and sows the seeds for marketing accountability as measured and highlighted on the marketing dashboard.
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Do you know what’s happening in your own site search? Understanding site search is one of the most important KPI (Key Performance Indicator) you should measure. According to a Forrester study, over 50 percent of major web sites fail in search usability. When your search fails to deliver, your conversion suffers. A low converting site will result is less sales and decreased revenue. Search is not just another nice feature to have. You have to think of search as a revenue generating part of your business. Read the rest of this entry »

The Balanced Score Card (BSC) emphasises that the financial and non-financial aspects must be a part of the information system for employees at all levels of organisation. The BSC translates a business unit’s mission and strategies into tangible objectives and measures. Though many organisations had clear cut business missions and visions, yet they could not be translated into fruitful results, owing to lack of proper policies and guidelines. Read the rest of this entry »

Using Six Sigma MetricsThe exact Six Sigma tools and techniques employed may differ from organization to organization depending on specific project requirements, but the basic concept or methodology that is used in most implementation projects is Six Sigma metrics. Read the rest of this entry »

Metrics or analytics are all about numbers. And numbers…you either like them or you don’t. There is typically no middle ground. Similar to individuals gravitating towards a career in recruiting versus a career as an HR Generalist. You either like recruiting, or you don’t. Lets see what camp you fall into. Read the rest of this entry »

Most centers focus on a handful of choices, depending on their need.  As an example, an inbound center often looks at : number of calls taken per agent, average length of on call and after call work, abandon rate, abandon time, service level measurements, average speed of answer, number of times and length of time that a person was placed on hold, and maybe number of dials out. Read the rest of this entry »

Legacy financial models diverge from current reality and future KPIs

Traditionally, mobile operators have been judged based on ARPU, churn and cost per gross addition. Fixed operators, including cablecos, have been judged on uptake of broadband, and upsell to premium video packages. All are being measured on bundled offerings, in both penetration of the base and scope of the bundle.
All of these are flawed to some degree, and investors will need to re-think the models they use to measure the performance of operators, for four reasons:

• Firstly, the imperative for operators is to move towards a more “horizontal” structure. These metrics only relate to the retail icing on the platform and pipe cake.
• Secondly, users aren’t behaving themselves any more. They’re juggling multiple SIMs, handsets and accounts to create their own “unbundles” to meet their personal needs.
• Thirdly, these metrics are irrelevant to emerging two-sided business models that seek to make money from upstream partners for services like advert insertion and payment processing.
• Nobody believes the numbers the operators publish anyway.

In 2008, investors will start to demand new and better metrics.

Metrics are used by the organizations that track them to decide what initiatives to pursue, to understand the impact of behavioral trends on decisions, and to interpret the impact of past decisions. Though different teams measure different metrics, most metrics that impact design fall under one of three categories: Read the rest of this entry »

Applying Six Sigma to the business intelligence world requires a new approach to the creation and management of business intelligence assets. Understanding the business intelligence customer, the goals for business intelligence, and the Six Sigma principles are keys to success. Customer needs are top of the list. Near perfection is the goal. Data, measurement, analysis, and control is the process blueprint for achieving Six Sigma level business intelligence. Read the rest of this entry »

The Business Intelligence Customer. Identifying the customers for operational business intelligence within the organization is an important first step in any Six Sigma initiative. Who are they? The direct customer for the business intelligence product is the end user. These are the people within the organization who operate and manage the business to meet the needs of their external customers (i.e., those who buy the organization’s products and/or services). Read the rest of this entry »