1 to 1

JUNE 13, 2024

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. Hunsaker gets it.

ROI 32

ROI Metrics Sales Benchmarking 32

Harvard Business

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. They have “soft” metrics rather than real business goals. Mistake #2: Linking metrics to business outcomes. So where does it all go wrong?

Metrics 126

Metrics Data Benchmarking ROI 126

Harvard Business

DECEMBER 20, 2018

The EVP of sales liked the easy-access dashboard to report on metrics and the forecast. ” If the sales team recognizes the value of this tool, you’ll get all the metric and forecast information you desire. Implement your CRM with that in mind and you’ll be pleased with your ROI.

Sales 132

Sales How To Metrics Tools 132

Epicflow

FEBRUARY 20, 2025

This article highlights the top 15 portfolio management tools for 2025, showcasing their innovative features and ability to streamline workflows and collaboration. These tools offer features for tracking performance metrics, managing resources, and ensuring alignment with strategic priorities. What is Project Portfolio Management?

Tools 130

Tools Management Software Resources 130

Harvard Business

SEPTEMBER 24, 2018

As one might imagine, demonstrating the ROI of this is difficult — most don’t even try. Some eschew metrics altogether, gambling they will learn as they go when it comes to measuring what’s important. With the metrics so hazy, the decision as to whether these spaces are worth it is being made on a case-by-case basis.

Company 129

Company Case Interview Engineering ROI 129

Harvard Business

OCTOBER 3, 2018

The impact went beyond the one specific metric. In short, our definitions and measurement tools have gotten in the way of capturing the true value of well-being programs for employees and their employers, and traditional metrics, such as ROI, don’t always reflect whether the program is relevant to the employee.

How To 129

How To Metrics Groups Energy 129

Harvard Business

AUGUST 29, 2016

Companies deploying emotional-connection-based strategies and metrics to design, prioritize, and measure the customer experience find that increasing customers’ emotional connection drives significant improvements in financial outcomes.

Retail 132

Retail Apparel Financial ROI 132

Harvard Business

MARCH 7, 2017

As we describe in our recent HBR article, “The New Sales Imperative,” the torrents of information, expanding array of options, and growing size and diversity of purchasing groups are leading to a kind of purchase paralysis: Customers are taking longer than ever to make purchases, and abandoning them more often.

B2B 124

B2B Travel Benchmarking Sales 124

Harvard Business

FEBRUARY 16, 2017

After experimenting with a number of potential behavioral metrics, we settled on using one that approximates average weekly working hours as our primary measure. Working with two Fortune 100 companies, we looked to test the assumption that highly engaged employees are more productive.

Productivity 133

Productivity Culture Data Metrics 133

Epicflow

FEBRUARY 20, 2025

This article highlights the top 15 portfolio management tools for 2025, showcasing their innovative features and ability to streamline workflows and collaboration. These tools offer features for tracking performance metrics, managing resources, and ensuring alignment with strategic priorities. What is Project Portfolio Management?

Tools 130

Tools Management Software Resources 130

Harvard Business

APRIL 19, 2018

With online technologies and targeted lists, this should be a cost-effective tool for separating the suspects from the prospects, accelerating customer conversion through the sales funnel, and, equally important, optimizing “data-driven marketing” by tying each piece of content to metrics like opens, reads, downloads, and so on.

Marketing 134

Marketing Case Study Case Studies Sales 134

Harvard Business

MARCH 21, 2017

” Agreeing to a networking meeting without a formal agenda may seem like a waste of time, with little ROI. But by using the approach above, you can create your own metrics for success and potentially develop life- and career-changing connections.

Meeting 134

Meeting ROI Sports Groups 134

Harvard Business

JUNE 7, 2017

Determining the ROI for any cybersecurity investment, from staff training to AI-enabled authentication managers, can best be described as an enigma shrouded in mystery. Even the known costs, such as penalties for data breaches in highly regulated industries like health care, are a small piece of the ROI calculation.

ROI 77

ROI Metrics System Data 77

Harvard Business

NOVEMBER 14, 2016

These may be as simple as “reduce year-over-year health care spending” or as specific as “help employees with chronic disease improve medication adherence” Metrics. The best cost structure may vary with your firm’s goals and metrics.

Metrics 70

Metrics ROI Journal Study 70

Harvard Business

JUNE 3, 2016

Measure the ROI. It requires a great deal of energy and focus from both staff and external resources, which is why demonstrating the value and ROI of the insights provided by customer communities is so critical. Unfortunately, there exists no single, magic-bullet metric that satisfies these requirements for every community.

ROI 70

ROI Recruitment Recruiting Metrics 70

Harvard Business

OCTOBER 1, 2018

In most cases, the user will make a small micropayment (for example, one cent to read a news article). Similarly, for the internet, every time a user clicks on a link, there could be a micropayment. By tying user behavior and micropayments together, blockchain could solve the attribution problem that has bedeviled marketers for decades.

Marketing 131

Marketing Advertising Media Video 131

Harvard Business

MARCH 22, 2017

Each outbound communication is measured individually for immediate ROI. The metrics also changed. However, recently they began to take a more holistic approach, focusing on lifetime value and their most profitable segment, the “fashionable spender.”

Marketing 135

Marketing Agile Fashion Sales 135

1 to 1

JULY 25, 2024

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 20

Metrics Analysis B2C B2B 20

Harvard Business

MAY 29, 2018

Establish new rules, norms, and metrics. Ford’s core business of designing, manufacturing, and selling cars and trucks is governed by long-established business rules, behavioral norms, and success metrics. But as Barclay’s CEO Ashok Vaswani says, don’t let the mother ship kill the pirate ship.

Transportation 72

Transportation ROI Metrics Productivity 72

Harvard Business

OCTOBER 3, 2018

” The email contained a link to a 2017 article one of us wrote for HBR, and suggested the CMO read it before their meeting. ” Like many of the CMOs described in the 2017 article, she was initially hired to focus on downstream commercialization roles, such as overseeing advertising. And they have significantly more impact.

Advertising 70

Advertising Agile Marketing Meeting 70

Harvard Business

OCTOBER 8, 2018

The tradeoff, however, is that we’ve become so focused on using the technology (as this HBR article points out) that we spend far less time listening to individual human stories. We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients.

Metrics 70

Metrics System Healthcare Culture 70

Harvard Business

AUGUST 1, 2017

Get top-level guidance and metrics. What metrics will be used to determine how well your unit is doing at embracing learning and development, and how will that in turn affect your review? But those same managers have come to recognize that the ROI for enabling this development is enormous. Here’s how. Hire to train.

How To 74

How To Development Metrics Talent 74

Tsavo Neal

JANUARY 25, 2018

According to Hinge Research’s High Growth Study, the most effective marketing methods for consulting firms are… (Click on the links to be taken to the section of the article with the specific lead-generating tactics for each). By the end of this article, you will: . ROI calculator. Start discussions on your articles.

Consulting 68

Consulting Advertising Case Interview Conference 68

1 to 1

MAY 20, 2024

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. That pebble in your shoe elicits a yelp and other colorful expletives.

ROI 26

ROI Exercises Media Metrics 26

Progressus

NOVEMBER 9, 2023

It has the best ROI in the business – a recent Forrester study shows that organizations typically experience 162% ROI with Dynamics 365 Business Central over a three year period. Every aspect of your project, from project profitability to individual performance metrics is enabled by Microsoft’s Power BI.

Resources 52

Resources Report ROI Data 52

Harvard Business

MARCH 2, 2018

The resulting wellness-focused “ OB Nest ” integrated care model for low-risk pregnancies, now implemented within obstetrics and gynecology at Mayo, reduces patient visits while improving satisfaction (see an HBR article on OB Nest here.). Establishing appropriate performance metrics and assigning attribution.

Healthcare 130

Healthcare Metrics Engineering Financial 130

Consulting Matters

JUNE 24, 2020

When done well, you give your future client a gift of what they need to do to get from where they are today to where they want to be and the value/ROI they get by working with you. To ensure your system works and scales: Install metrics for each aspect of the system. Read my article on the 4 Reasons Why Consultants Hate Marketing.

Consulting 156

Consulting How To System Sales 156

Harvard Business

NOVEMBER 7, 2017

The fourth gap between strategy and execution is in measurement and metrics. The assumption is that financial measures like cost and revenue are sufficient metrics to measure progress. You need metrics that tell you how well your game plan is being executed — metrics that all of your players can organize around.

Strategy& 135

Strategy& Strategy Strategy Metrics 135