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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.
 
 
7/12/06 - Measuring the Customer Experience - Part II
Some of our more seasoned subscribers have been writing over the last week about putting metrics in context. I imagine every organization at one time or another has relied on metrics because they were easy to obtain rather than most pertinent to the customer experience. Hey, it’s an easy trap.
 
One reader shared, "Running any business function by looking at a specific set of numbers is destined to end up crashing. You can’t take all human elements out of business and just set up the numbers you want to achieve. They call it leadership because you have to lead people to perform and the numbers are just one of the guides."
 
Adding context to metrics can be a subjective exercise open to critique and doubt. However, metrics in the absence of context should be considered even more suspect. Do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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