Measurements are a way of communicating what is important to the organization. A good measurement system is simple enough to focus attention on a few key elements that are important to the organization and fair enough so that people at every level believe they can affect the measures. Your measurement framework should facilitate an environment of learning and dialogue – not of control and compliance.
When you listen to your customers, employees and the business, and apply what you learn, you provide lasting value to all. Unfortunately, leaders of customer support organizations do not have a standard framework for reporting on what they measure. If anything, they measure too much and much of what they measure isn’t actionable. So, what should they measure and why? More significantly, what should they do with what they learn from the measures they have?
A team at Klever was working on this problem for a while and realized that together we could be better than any one of us. We opened up our research and invited a broad group of organizations and leaders to spark a collaborative dialogue on how we can work together on an Open Customer Metrics Framework.
This version is the first pass of our collaborative work. Following this framework won’t be easy – but there will be significant and transformative benefits.
There are five categories of measures, and within that, suggested measures for executives and suggested measures for managers. The idea is to make sure we have a balance between listening to our Customers, Employees and the Business, and applying what we learn. There has to be a clear line of sight between the objectives of the organization and what each person can affect.
We will make this and subsequent versions available for anyone to use, modify and build on with a Creative Commons license as long as you respect the copyright and always point back to the source (www.ocmfgroup.org) for the latest version.