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. Time passes slowly, data continues to mount, and paralysis sets in. They have “soft” metrics rather than real business goals. So where does it all go wrong?

Metrics 122

Metrics Data Benchmarking ROI 122

Harvard Business

DECEMBER 20, 2018

Those failures can mean a lot of things — over-budget, data integrity issues, technology limitations, and so forth. The CIO was unhappy about data integrity issues that arose from the integration of more than 20 discreet databases. The EVP of sales liked the easy-access dashboard to report on metrics and the forecast.

Sales 132

Sales How To Metrics Tools 132

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& 133

Strategy& Strategy Strategy Metrics 133

Harvard Business

FEBRUARY 16, 2017

While many studies suggest that increased employee engagement leads to improved business results in aggregate, a deeper look at the data suggests that this may not always be true at an individual level. At the second company, the data told a different story. Company 2: No Correlation.

Productivity 133

Productivity Culture Metrics Data 133

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 132

Marketing Case Studies Case Study Sales 132

LSA Global

JUNE 17, 2024

How to Increase the ROI of Sales Training Even though $20 billion is spent on business sales training per year, more than a third of sales leaders admit that they do not have a clear idea of what measurable return they are looking for on sales training. That is a costly mistake if you want to increase the ROI of sales training.

ROI 45

ROI Training Training Sales 45

1 to 1

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. She’s dissected and painstakingly diagrammed each one.

ROI 32

ROI Metrics Sales Benchmarking 32

Harvard Business

OCTOBER 3, 2018

Tracking the data on the effectiveness of employee well-being programs can feel like you’re watching a Ping-Pong match. The impact went beyond the one specific metric. thenakedsnail/Getty Images. While more than 60% of U.S. businesses offer such programs, research on their effectiveness has been mixed.

How To 126

How To Metrics Groups Energy 126

Harvard Business

AUGUST 29, 2016

Turning data into action. Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers.

Retail 132

Retail Apparel Financial ROI 132

Johanna Rothman

DECEMBER 19, 2023

Any time you want to track information before you can fully verify that data. Instead, they create hypotheses, review all their flow metrics, and change several things at the same time. Too often, we can't calculate the real ROI for at least a year post-release. We don't have perfect data.

Metrics 69

Metrics ROI Data Agile 69

Harvard Business

MARCH 22, 2017

Marketers need to master data analytics, customer experience, and product design. Based on these marketing insights, Intuit created a new feature within its app that combines location data, Google maps, and the user’s calendar to automatically track mileage and simplify year-end tax planning. The metrics also changed.

Marketing 134

Marketing Agile Fashion Sales 134

Epicflow

FEBRUARY 20, 2025

These tools offer features for tracking performance metrics, managing resources, and ensuring alignment with strategic priorities. It supports data-driven decision-making Portfolio management software equips businesses with real-time data, analytics, and reporting capabilities. Enhances efficiency and reduces manual workload.

Tools 130

Tools Management Software Resources 130

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 73

ROI Metrics System Data 73

Harvard Business

NOVEMBER 14, 2016

They primarily use consumer-grade technology such as mobile devices, wearable sensors, big data analytics, and behavioral science and can be delivered through web browsers, apps, or in conjunction with medical devices. The best cost structure may vary with your firm’s goals and metrics. Regulatory and compliance. Integration.

Metrics 70

Metrics ROI Journal Study 70

Harvard Business

OCTOBER 16, 2018

That investing in employee engagement is an actual business imperative, and it has real, measurable ROI. But the formula that we like to use is that if you take one part culture, one part technology, and one part data, you will ultimately drive more engagement. It’s through data. Jody Kohner, Salesforce.

Deloitte 124

Deloitte Consulting Data Talent 124

Epicflow

FEBRUARY 20, 2025

These tools offer features for tracking performance metrics, managing resources, and ensuring alignment with strategic priorities. It supports data-driven decision-making Portfolio management software equips businesses with real-time data, analytics, and reporting capabilities. Enhances efficiency and reduces manual workload.

Tools 130

Tools Management Software Resources 130

Harvard Business

MAY 7, 2018

The use of advanced data analytics to identify the right customers, while still valuable, is reaching a plateau. How exactly are they doing that, and thereby realizing further gains in ROI? How Leading Marketers Get Ahead in Today’s Data-Driven World. By Laura Beaudin and Francine Gierak, Bain & Company.

Marketing 71

Marketing Bain Advertising Data 71

Harvard Business

OCTOBER 1, 2018

Today, marketers often try to get access to customer data by paying third-parties (like Facebook) to share information. Even when a data aggregator or analytics intermediary is necessary, micropayments will allow companies to bypass ad blocking. There are implications for marketers and advertisers as well.

Marketing 129

Marketing Advertising Media Video 129

Harvard Business

AUGUST 1, 2017

You’re not a data scientist. Get top-level guidance and metrics. Executives’ broad statements about the importance of learning are all well and good, but as a manager you need clear marching orders that include data and expectations. You’re not cut out for engineering. Sales isn’t what you do.

How To 72

How To Development Metrics Talent 72

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. To smooth its relations with other municipalities, Ford has begun to share its GPS and passenger data with them.

Transportation 71

Transportation ROI Metrics Productivity 71

1 to 1

JULY 25, 2024

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. The Broader Critique of Singular Metrics The issue with NPS is not unique. Read the original here.

Metrics 20

Metrics Analysis B2C B2B 20

Buzzsprout

MARCH 28, 2024

If you plan on buying ads via a CPM model, running your campaign cost (or "ad spend") through a CPM calculator can help determine whether your ROI will be worth your investment. You can also ask the podcast host for listenership data or even conduct a short survey to zero in on their listeners' interests.

Advertising 70

Advertising Tools ROI Productivity 70

Kates Kesler

JUNE 11, 2014

He reset collaborative P&L metrics and business review processes, shared by the region leaders and the global product leaders, to form tight “business handshakes,” that he regards as the center of a granular set of growth strategies. The data represent something more than a new offering. They are the basis of a new business model.

Apparel 82

Apparel Healthcare Enterprise Chemicals 82

Progressus

NOVEMBER 9, 2023

They find out quickly that using spreadsheets which aren’t integrated with the GL causes project information to be stored in multiple data silos, increasing the likelihood of reporting errors. Mobile Time and Expense Entry allows the user to effortlessly integrate time and expense data into Outlook.

Resources 52

Resources Report ROI Data 52

1 to 1

DECEMBER 13, 2021

Data is at the core of any customer experience strategy. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps. In this step, you’ll want to build out the logistics, timeline, objectives, and metrics that will help your organization achieve CX success.

Metrics 26

Metrics Tools Case Interview Strategy& 26

LSA Global

SEPTEMBER 16, 2024

To succeed leaders must be able to engage and retain top talent from both companies, bridge differences in styles, values, processes, or cultures, and demonstrate ROI quickly. Without clear growth metrics in place, leaders risk losing sight of what’s working and what needs improvement.

Sales 39

Sales Intellectual Property Financial Culture 39

LSA Global

DECEMBER 4, 2020

Company, group, and individual training needs assessments should be used to gather powerful data to initiate the change process, align leadership and employees, pinpoint skill gaps against a proven standard, customize offerings, predispose participants, guide coaching and Individual Development Plans , and set baseline metrics.

Strategy 28

Strategy Strategy Strategy& Company 28

Tsavo Neal

JANUARY 25, 2018

ROI calculator. What were the KPI’s or metrics achieved to show that the project was a success? ROI Calculator. An ROI calculator is a widget on your website that your prospects can interact with and learn how about the improvements they can make or costs they can cut if they were to work with you. Facebook ads.

Consulting 68

Consulting Advertising Case Interview Conference 68