key performance indicators (KPIs)

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Twenty Goals That Are Just Plain Better Than “Growing Revenue”

Allison Snow March 19, 2018
Dear Marketers, I know how important it is to you to grow revenue. I also know how that focus will help expand your remit — to align with your organization’s strategic priorities and rally around an explicit path to revenue. Any of these 20 examples (and countless more) are more substantial, manageable, and productive than an […]
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2018 Mobile And New Technology Priorities For Marketers

Thomas Husson February 23, 2018
Forrester just released a new report on mobile and new technology priorities for marketers, based on our latest global mobile executive survey. We found out that marketers: Fail to deliver on foundational mobile experiences. Consumers’ expectations of a brand’s mobile experience have never been higher. And yet, 58% of marketers agree that their mobile services […]
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Progress At The White House: A TBM In Every Pot

Eveline Oehrlich July 25, 2017
I was fortunate to participate in a historic morning gathering last week at the White House! Industry-leading private sector CIOs discussed and shared their technology business management (TBM) best practices, approaches, and ideas with CIOs and technology leaders of federal agencies. The White House leader for strategic initiatives kicked off the morning by setting expectations […]
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Choosing The Right Metrics For Your Customer Service Operations

Kate Leggett May 31, 2011
Measuring the success of your customer service by using a single metric is impossible. It’s like flying a plane by just looking at your speed without taking the altitude into account. You need to measure a set of competing metrics to make up a Balanced Scorecard that includes the cost of doing business and customer […]
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