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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
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.
 
 
7/5/06 - Do You Know What To Measure - Part II
On Monday, I talked about getting rid of meaningless reports. Why is that so important? There are many reasons but one is freedom. (OK, I had to work "freedom" into the discussion given the U.S. holiday this week).
 
By discovering and eliminating metrics and reports of little or no value, you free up resources to discover and focus on metrics that really matter. One reader suggested that, "Leadership should focus on result metrics that tie directly to the goals of the organization." Of course, the assumption is that the organization has the right customer focused goals.
 
It seems all roads lead back to leadership. The reader added that, "You need experienced leaders who know what to measure. They need to know how to interpret metrics. And, most importantly, they need to take action on the metrics. You also need an integrated performance management system to track performance and a process of giving feedback and rewarding achievement." Is that how your operation runs?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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