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 "Our Take"
| | About
"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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7/3/06 - Do You Know What To Measure?
I had coffee last week with an industry friend. Every time we meet, I'm more energized about the world of CRM and all the possibilities. He shared a story that relates to our on-going discussion about call center metrics.
His story involved a new job managing a call center. Right away he started to receive quite a few management reports. He discovered that the organization had a team of people that did nothing but create reports and statistics. He went to his management team and discovered that over 70 of the 90+ reports were not being read by anyone.
It took him six months to get the organization to stop producing reports that no one read. That story made me think about your organization. Are you reporting on things that no one cares about? More importantly, are you spending time creating statistics that no one acts upon? What if you "killed" the majority of management reports in your organization? Would anyone show up for the "wake?"
Gary Lemke, Publisher
(Share your thoughts)
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