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How To Help Ensure Strategy Scorecards Don’t Fail You

Steve Shu Consulting

For example, should a benchmarking framework be used? It can be like a report card that you got from school in elementary school. For many strategy engagements, a lot of attention is paid to the detailed analysis framework. Or will that framework lead us down a path of mediocrity? A scorecard is tangible.

Strategy 236
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Contact Center Benchmarking Report: Customer Satisfaction, FCR Continue to Drop

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Meanwhile, despite the level of investment that companies are making in extending self-service capabilities to customers, there continues to be a general lack of understanding as to how and whether customers are making use of these tools, according to Dimension Data''s 2013/2014 Global Contact Centre Benchmarking Report.

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Your Company Needs a More-Radical Board of Directors

Harvard Business

My guess is that while a poor balance sheet might cause restless sleep, it’s the thought of an incorrectly reported balance sheet that brings on night terrors. I’m not against benchmarking and norming. While benchmarks are useful inputs for compensation decisions, they shouldn’t be a straitjacket.

Company 125
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Latest NPS Benchmark Scores Reveal Customer Experience Shifts

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Last week, I had a chance to speak with Satmetrix data scientist Brendan Rocks about the results from the company''s 2014 Net Promoter Industry Benchmarks reports. One of the most popular metrics used by marketers is Net Promoter Score (NPS), a simple loyalty measurement to gauge customer satisfaction and likelihood to recommend.

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2020 Database Strategies and Contact Acquisition Survey Report

This report aims to highlight the current state of B2B database and contact acquisition strategies and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond. Database benchmarks for education and resource prioritization. New tactics to acquire data to reach marketing goals.

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Fantasy Healthcare Scenario, Reader Anecdotes, Wildcards; Capital IQ Healthcare Report Link

MishTalk

, McClatchy and other mainstream media outlets referred to a healthcare report without having the decency of providing a link. Link to the Report Reader Julian managed to find a link to the report. Here are a few charts from the report. A couple of readers picked up on that possibility in comments to my previous report.

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4 Self-Improvement Myths That May Be Holding You Back

Harvard Business

A recent report in the Journal of Management noted that of nearly 25,000 academic articles on performance, only a fraction include what psychologists call within person variance , which describes ranges, such as that between individuals’ top, average and worst performances. Myth 2: We get better by benchmarking ourselves against others.

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The ABM Benchmark Survey

In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.