Launching Premium Success: Defining Goals and KPIs
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Perspective
Problem/OpportunityCategoryGoalKPIsNotes
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CustomerIt takes too long to do X*ROIReduce time to do X from N1 to N2Days to launch
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CustomerIt takes too many people and too much time to do XTCOMinimize time and number of people required to do X from N1 to N2Headcount needed
Man/hours
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CustomerWe don't do X well and it would cost too much to hire/retain someone who canTCOMinimize expertise required by 1 headcount; reduce consulting budget by XSkills/experience required?
Consulting budget size
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CustomerWe spend too much achieving a specific business outcomeROIAchieve ROI target by reducing cost to serve by 20%Cost to serve
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CustomerWe are not confident about doing X and it is a source of stress and employee dissatisfactionPeace of mindAccess to expertiseLifeline when needed
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CompanyCAC is higher than LTVRevenueIncrease LTV by 10% within 3 yearsLTV
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CompanyExpansion revenue doesn't happen or happens too slowly and risk of attrition stays highRevenueIncrease expansion revenue by 10%Expansion Revenue
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CompanyCustomers churn because they don't understand the value of the product fast enoughChurnReduce time to first value by 50%Time to value
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CompanyNPS score is lower than desiredCustomer satisfactionImprove NPS for a given segment by 10%NPS
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CompanyCustomers are not satisfied with serviceCustomer satisfactionAchieve CSAT target of NCSAT
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CompanySales doesn't have enough references to help win new businessCustomer satisfactionHave referencable executives/users at 90% of targeted segmentsNumber of referencable executives
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CompanyPer survey, CS team members are not sufficiently engagedEmployee engagementImprove employee engagement by 10%Employee engagement
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CompanyRegrettable attrition for CS team is too highEmployee engagementReduce regrettable attrition by 5%Regrettable attrition/transfers
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CompanyUnable to hire top CS talentEmployee engagementImprove reputation with job seekers as measured by..Glassdoor/social media scores
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CS TeamYou don't have budget to hire the best talentTalent and resourcesIncrease talent budget by 5%Budget size
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CS TeamYour team does not like the tools you useTalent and resourcesMinimize complaints related to tools by 50%# of complaints/team member/day
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CS TeamInvoluntary attrition is unacceptably highEmployee engagementReduce involuntary attrition to less than 2%Voluntary attrition/transfers
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CS TeamThe cost of hiring is too high; takes too long; quality is unknownEmployee EngagementIncrease hires from referencesHires by Reference
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CS TeamTeam member transfer out for more opportunityCareer PathsIncreased career paths provided
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