Business Development Metrics

One of the most common questions people ask about performance dashboards is “How do we define effective metrics?” The answer is important because the metrics govern how employees do their jobs. (more…)

If you are a pr client, or an ad agency, or even a publicity person, these tips can help you organize yourself to create a solid publicity plan. Although these may seem basic, they are the key essentials for any publicity plan.

For PR Clients, you need to have your key personnel in the marketing and sales departments become part of this process. For all pr agency staff, take notes; maybe even compare a recent pr plan you had prepared to compare it to this checklist. (more…)

The increasing complexity of today’s contact center isn’t only changing the way that businesses interact with customers, it’s also redefining the way that the centers themselves measure success.

Ten years ago, who would have thought e-mail or chat would be such important service tools? Who would have guessed that the government would impose marketing regulations forcing companies to make the most of incoming customer inquiries to market new products and services? (more…)

I am interested in getting a view on how high up the corporate priority list green IT is, which senior executives are directly concerned with the issues, and what it means. (more…)

One of the things that has drawn my ire recently is the shouts from agencies, media buyers and advertisers that more ad spend would come into digital if there just weren’t so many metrics and tools for gathering analytics. I have news for them. The spend is coming and nothing will stop it. Digital is where the attention is. What can slow it down however is the creation of standardized measurements that don’t provide the kind of performance data needed to understand and optimize actions.
Trying the find one or two metrics that can be the “Digital Nielsen” is just plain stupid. Digital is not like other media. For starters it is user controlled. Also, it is far too fragmented a medium for standardization to be helpful in understanding results. (more…)