Measure What Matters to Customers

If you get what you measure, what exactly, do your internal metrics get you? Learn why the most important activities that actually matter in your business are those that impact your customers
Hardcover, 186 pages

One hundred years ago, the traditional accounting measures of costs, activities, efforts, and inputs met the needs of that era's businesses. But today, these internal metrics are narrow in their focus and have become less meaningful in the knowledge economy, with little effect, in the long run, on an organization's bottom line. Compelling and bold, Measure What Matters to Customers lays out an exciting, new road map for measuring customer value and successfully raising profits.

With proven methods, Ron Baker - renowned forward-thinker in the professional services firm field- shows you how to capitalize on Key Predictive Indicators (KPIs), innovative measures that define the success of your enterprise as your customers do. Theses are specific, identifiable details that customers value in the products and services they receive - details such as a preference to be contacted by phone instead of by e-mail, or a desire for rapid turnaround time on returned calls.

This ground-breaking book shows you how to use KPIs to, for example, effectively track marketing data to determine which customers respond will to things such as cross-selling or to find out how receptive other customers are to entirely new offering from the firm. It also show you how to employ KPIs to enable your firm to react appropriately to your customer's needs and increase the value they perceive, leading to higher profits.

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