Business Development Metrics

A Key performance indicator can be a financial or a non-financial tool that is used by business people to measure performance of an organization. It is specially used in the measuring of concepts that are difficult to measure such as leadership development and consumer satisfaction. In other words a key performance indicator is a tool that will operationalise some abstract concepts and allowed it to be measured.

If one were to chart the arc of corporate blogging – aka Social Media Marketing, aka SMM – over the past three years, I suppose some consistent milestones could be identified, something like Erikson’s Eight Stages of PsychoSocial Development. Right now I’d say SMM has reached its majority among technology companies within the early adopters like Microsoft, Sun, IBM, Dell and Lenovo. And elsewhere, probably is entering puberty, cracked voice and zits included. (more…)

Now KPIs are very interesting to us, as they represent the “holy grail” of what us “quants” are looking for.  And while I agree with  Geer, Jaquith and Soo Hoo when they tell us that the future belongs to the  quants I think that “quals” too, look for KPI’s of their own.  After all at the heart of the “checklist vs. risk” debate is the simple question - “What really  is a useful Key Performance Indicator for Security/Survivability/Risk Management?” (more…)

Key Performance Indicators are quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization. They will differ depending on the organization. A business may have as one of its Key Performance Indicators the percentage of its income that comes from return customers. A school may focus its Key Performance Indicators on graduation rates of its students.

A Customer Service Department may have as one of its Key Performance Indicators, in line with overall company KPIs, the percentage of customer calls answered in the first minute. A Key Performance Indicator for a social service organization might be number of clients assisted during the year.Whatever Key Performance Indicators are selected, they must: (more…)

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. (more…)