November 30, 2017
Sabrina Chamberlain, SVP, Experience Analytics, RAPP LA, explains why your KPIs might be causing problems – and how to fix it.
“Imagine your business has a bin full of candy. You tell one employee to keep as much candy as possible in the bin, while you tell another to use that candy to attract customers. Wouldn't these two employees end up in a standoff?
Obviously, this scenario is one of conflicting directives. Yet many companies have difficulty understanding which measurements are metrics of companywide success and should thus be designated key performance indicators. While financial departments might measure success in cost reduction or budget efficiency, for example, marketing departments measure success on leads generated. The problem is that both of these goals can't be maximized in the same space.”
Read the full article at Business.com.