-- Customer performance - Including metrics for customer satisfaction,
customer issue resolution speed, customer issue resolution accuracy, and
customer retention rate
-- Service performance - Including metrics for first call resolution
rate, service renewal rate, rate of compliance to SLAs, delivery
performance to customer, and product return rate
-- Sales operations - Including metrics for new pipeline accounts
identified, meetings secured, conversion of inquiries to leads, average
call closure time, and dials completed per hour, shift, and day
-- Financial operations - Including metrics for price to purchase order
accuracy, purchase order fulfillment ratio, quantity earned (revenue can be
recognized), forecast to plan ratio, and total closed contracts
To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=5461.
The research revealed that Best-in-Class companies have improved customer
issue resolution speed by more than 10 times the level of improvement
experienced by Average companies. As a result, Best-in-Class companies have
reported contract service renewal rate increases that are 2.5x that of
other respondents combined.
"Businesses thrive or fail based on their ability to identify, define,
track, and act upon Key Performance Indicators (KPIs)," said David Hatch,
Research Director of Aberdeen's Business Intelligence Practice. "Executives
and line-of-business management are increasingly feeling the pressure to
enable timelier and more accurate decisions in order to improve operational
efficiencies. The faster and more accurately KPIs can be accessed,
reviewed, analyzed, and acted upon, the better an organization can manage
day-to-day operations and customer interactions. Companies are focusing on
obtaining solutions that address specific business pressures driving
operational performance today."
Aberdeen research found that the top pressure driving companies to evaluate
and invest in operational performance management was the need to improve
executive management visibility to operational business drivers. This
pertains to the ability to tie operational activity and performance to the
successful attainment of corporate goals. This single strategy is more than
twice as likely than any other to be at the topmost of executives minds as
they address their operational performance initiatives. Aberdeen's report
also cautions end-users to carefully consider the definition of operational
KPIs, and to avoid the traditional practice of focusing solely on financial
measures.
A complimentary copy of this report is made available due in part by the
following underwriters: Cognos-IBM, Corda, and Dimensional Insight. To
obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=5461.
To access all of Aberdeen's complimentary research please visit
http://research.aberdeen.com.
About Aberdeen Group, a Harte-Hanks Company
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corporations turn to Aberdeen™ for insights that drive decisions.
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© 2008 AberdeenGroup, Inc., a Harte-Hanks Company 451 D Street, Suite 710 Boston, Massachusetts 02210-1928 Telephone: (617)854-5200 Fax: (617) 723-7897 www.aberdeen.com
Contact Information: Media Contact: David Hatch Aberdeen Harte-Hanks (617) 854-5329 david.hatch@aberdeen.com