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Measure What Matters To Customers  Measure What Matters to Customers" shows you how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. Ron Baker argues that the most important activities that actually matter in your business are those that impact your customers and sets out the concept of forward thinking, or "predictive" measures that define the success of your enterprise as customers do. He argues customers value such things a preference to be contacted by certain means, i.e by phone instead of by mail, or a desire for rapid turnaround time on queries and returned calls. He shows how to use KPIs to, for example, determine which customers respond well to things such as cross-selling or entirely new offerings, and to react appropriately to increase the value they perceive, leading to higher profits. All assertions are backed up with stories and a good historical background of performance measures. What I particularly liked is that his ideas are applicable to manufacturing and service businesses of all sizes. Baker also talks about why "predictive indicators" are better that the traditional "performance indicators" and goes on to talk about how to think about what is important, constructing the theoretical underpinnings, and then developing KPIs for your company. He also talks about knowledge workers and increasing their effectiveness, managing by results versus managing by means, and the difficulties inherent in measurements. Of particular use is a suggested reading list and an extensive bibliography so you can go to his sources and get a better understanding of why his ideas work. Wiley & Sons ISBN: 978-0-470-05627 October 2006 © 2008 John B Voorpostel CA www.iaccountant.ca
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