Using key predictive indicators
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.
Why the traditional metrics are no longer relevant to measuring the effectiveness of knowledge workers The new tectonic shift taking place in the economy - the transition from manual and service workers to knowledge workers and why that difference is critical to the future of your business How what you measure affects the value you provide to your customers How to increase the effectiveness of knowledge workers Developing KPIs for your company Increasing knowledge worker effectiveness
Seismic in the strategies it presents, Measure What Matters to Customers reveals how to regain a competitive advantage in the marketplace and allow your company to develop the measures that matter to your customers.
Managers and executives of manufacturing and services businesses of all sizes.
John Wiley & Sons
About the Author:
RONALD J. BAKER, CPA, is the author of The Firm of the Future and Pricing on Purpose, both from Wiley, and Professional's Guide to Value Pricing, Sixth Edition. He is founder of VeraSage Institute, a think tank dedicated to teaching value pricing to professionals around the world. Baker is a frequent speaker and consultant to professional service firms on implementing Total Quality Service and Value Pricing. He has been appointed to the AICPA's Group of One Hundred, a think tank of leaders addressing the future of the CPA profession, and was named to Accounting Today's 2001, 2002, 2003, 2004, and 2005 Top 100 Most Influential People in the profession.
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