From the course: Value Realization Best Practices for Customer Success Management
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Selecting key performance indicators (KPIs)
From the course: Value Realization Best Practices for Customer Success Management
Selecting key performance indicators (KPIs)
(calm music) - As we know from our previous training modules, a well-defined outcome has at least three aspects, namely, a quality, what is it, a quantity, how much of it is needed, and a deadline, by when is it required? In addition, if we're going to take them on a journey from where they are currently to arrive at their desired destination, then as well as the destination, i.e., the outcomes, we're going to need to understand the start point for their journey and the major milestones to hit on route. And we need to agree how this journey will be measured. For example, in the case of a real journey in the car, we can measure by distance traveled, or we could measure by time taken, or we could even measure by passenger satisfaction levels, or perhaps we could use a combination of all three to get us a more three-dimensional and in-depth understanding of what has happened so far and what is happening right now. Greater…
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