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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.
 
 
7/13/06 - What is Performance Management?
I had a conversation with a reader earlier this week that expanded on this column's discussion about measuring the customer experience. He said, "Aren't we really talking about performance management?" He further asked, "Do you think contact centers are focused on performance management?"
 
Good questions. First, it would be prudent to define performance management. Consequently, I just reviewed a white paper on the topic so I will use the definition offered: Performance Management (PM) provides a framework for aligning the goals of the contact center with those of the corporation.
 
Now let me make one comment and ask one question. In the spirit of our discussion about measuring the customer experience, I believe performance management should more explicitly correlate to the goals of the customer, not just the corporation. My question is for analysts, consultants and those interested in performance management - How do you define PM?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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