Measuring outcomes – rather than outputs – is a key focus for agencies across all levels of government. To get greater return on investment for the community, we really need to understand the impact of our efforts. Measuring outcomes will provide evidence of that impact. There are four essential steps in measuring outcomes in government […]
READ MOREProduct Centric vs Customer Centric
Product centric approaches and customer centric approaches to business design and strategy are diametrically opposed. They are two opposites. Product centric vs Customer Centric. A dichotomy that provides a contrast between the business models of the industrial age, and those required for this age. The opposing business models It is a dichotomy because so […]
READ MOREThe Two Types of KPIs
Leaders use KPIs for all types of reasons. This article defines the two types of KPIs, and why it is important to know the difference. Managers and leaders often articulate KPIs without using a specific method. Most tend to allow all types of things to be KPIs – such as, milestones, actions and sometime measures […]
READ MOREThere are no ‘proxy measures’ for performance
Proxy measures do not allow us to understand what performance is doing. To understand what performance is doing in our organisation we need to work out what to measure, then how to measure it. Proxy Measure The classic idea of a ‘proxy measure’ is an indirect measure of an outcome, particularly where the data […]
READ MOREThe Two-way Value Exchange
Background A lesson I learned from financial services is that there are certain types and groups of customers that add or detract value from the business. Some researchers call these various groups value destroyers or enhancers, it can be tricky to identify them. But often we find that the acquisition tactics focus on selling products […]
READ MOREThis top 10 will make your CX and CRM efforts more successful
This top ten list has been fully tested, tried and proven. If you are looking for a checklist on how to ensure greater success for your Customer Experience (CX) and, or Customer Relationship Management (CRM) projects, you need to take these must do’s seriously. The Backstory A few years ago I embarked on a […]
READ MOREThe Eight Steps to a High Performance Organisation
A high performance organisation has three key characteristics. They have leaders that know how to set the direction in a way that allows the people of the organisation to contribute on how we get there. These leaders will also seek evidence to monitor how the journey is progressing and coach the teams on how to […]
READ MOREThe Balance of Sales Leadership
There is a balance that is required for sales leadership. And this balance requires ongoing adjustment for sales leaders. Lots of things have changed in the last 10 or so years. But most importantly our customers have changed how they behave and employees have changed how they feel about their work. For sales leaders […]
READ MOREOur Customers Have Changed
In the last 10-to-15 years our customers have completely changed how they behave. This isn’t just about the digital revolution or the proliferation of apps. This is about how the behaviour of customers has changed. The What and How of Changed Customer Behaviour Customers have changed how they buy. A huge portion of customer […]
READ MOREFocus on Results – Leadership
Focus on Results is a Leadership imperative. All too often today we are inundated with too many KPIs and priorities that the key things we must get right and done are lost. This is a call for leaders to focus on the results the organisation has to make progress towards, and then allow the people […]
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