Harvard Business

OCTOBER 16, 2023

Leaders can use an approach called balanced benchmarking, borrowed from operations management, to conduct a needs assessment and apply training where it can be most effective. The author explains how this approach was applied at a firm in the legal services industry and offers five strategies for implementation.

ROI 250

ROI Development Benchmarking Operations 250

Clarity Consultants

MAY 10, 2023

Here’s a look at how to create an effective L&D strategy that aligns with your goals. Identify Core Goals and Priorities Before you focus on developing an L&D strategy, it’s critical to determine what the program needs to accomplish. Identifying associated benchmarks to gauge the success of the program is also essential.

Strategy 113

Strategy Strategy Strategy& How To 113

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

There is place in the world for performance benchmarking survey metrics like net promoter score (NPS). The leader doesn’t have to know everything about the business, research methods and analytics, or strategy to be effective. There are many obstacles and detours that can prevent full ROI from your CX program.

Metrics 125

Metrics Data Benchmarking ROI 125

Harvard Business

APRIL 19, 2018

But as Churchill reportedly said after Gallipoli , “However beautiful the strategy, you must occasionally look at the results.” If you can’t track what prospects read, when, where, and for how long, you have a blind spot in a big part of your marketing budget and are unlikely to get the ROI possible with this approach.

Marketing 134

Marketing Case Study Case Studies Sales 134

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. Another pervasive reason is that senior executives are trained as operators, not innovators. Focus on Problems, Not Ideas.

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 71

Survey Pharmaceuticals Benchmarking ROI 71