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What is the relative importance of the customer's experience in your business strategy?

Recently, I have been asked by several companies to help them focus on evaluating the impact of their work. Traditionally there has been a focus on ROI across all industries. Within the training industry there has been a focus in the Kirkpatrick Model. There has been significant work done by Phillips and Bersin as well.

 

To broaden my viewpoint I have continued to look outside the training, technology and consulting industries to determine how others are measuring the impact of their work.

 

I've also been studying Drucker's work and have been blogging about it since early May of 2010. This reading and the discussions I have had with Paige Hall (CEO) and Terena Campagna (President) of AboutFace have increased my interest on the benefits of understanding the value of an enterprise focus on the customer experience (i.e. the customer/client of my clients.)

 

What has been your experience with measuring the impact of your work by understanding its impact to your clients' customers?

 

Disclosure: There are discussions between iFive and AboutFace regaring developing a formal business relationship between the companies

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