Harvard Business

MARCH 7, 2017

By 2012, our research shows, nearly 60% of a typical B2B purchasing decision — researching solutions, ranking options, benchmarking pricing, and so on — was happening before the buyer even had a conversation with a supplier.

B2B 130

B2B Travel Benchmarking Sales 130

Harvard Business

FEBRUARY 16, 2017

The company saw these findings as further evidence that continuing to invest in improving employee engagement would have a positive ROI for the business above and beyond simply having happier employees. Once they do this, they need to coach their managers to reinforce that culture with their teams.

Productivity 133

Productivity Culture Metrics Data 133

Harvard Business

NOVEMBER 2, 2018

For example, we found that many participants felt pressure to join the program so they could improve their family’s income. We believe that investing in our local community is the moral thing to do, but what’s the cost and ROI of program like this? The feedback from employers has been positive.

Company 131

Company Recruitment Recruiting ROI 131

1 to 1

JUNE 13, 2024

When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.

ROI 32

ROI Metrics Sales Benchmarking 32

Harvard Business

DECEMBER 28, 2016

Here are some examples: Cost to Acquire and Serve a Customer (CAC and CSC) : The better you understand your customer and prospect base, the more you build experiences and services they crave, the lower your CAC and CSC should be. There is place in the world for performance benchmarking survey metrics like net promoter score (NPS).

Metrics 129

Metrics Data Benchmarking ROI 129

Harvard Business

OCTOBER 10, 2017

While the execution of a conventional strategy lends itself to linear progress and clear benchmarks, innovation often proceeds by S-curves , moving at a slow crawl until it explodes at an exponential rate. That’s why good managers put so much focus on measuring and managing return on investment (ROI) as a basic operational practice.

Operations 72

Operations ROI Enterprise Research 72

Harvard Business

SEPTEMBER 11, 2014

There’s a similar assumption underlying much of the discussion around how to measure the return on marketing investment, where it seems to be tacitly accepted that attitudinal insights are insufficient at senior decision-making levels, and behavioral insights represent today’s benchmarks.

Survey 72

Survey Pharmaceuticals Benchmarking ROI 72