A recent report by Aberdeen and Corda Technologies, has found that adoption of Operational Performance Management capabilities has improved customer satisfaction rates of Best-in-Class companies by more than 4.5x that of industry average companies.
The report, “Operational KPIs and Performance Management”, has revealed that Best-in-Class (BIC) companies – those performing in the top 20% of all research survey respondents – have taken multiple approaches to improving their operational performance through the establishment and management of operational key performance indicators (KPIs).
The report found that the areas for operational performance upon which Best-in-Class companies are more likely to focus their efforts are:
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 recognised), forecast to plan ratio, and total closed contracts
Click here to access the full report
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