S2E
strategy to execution
In his book, “Measure What Matters[i]”, John Doerr extols the virtues of a performance management framework he calls Objectives and Key Results (OKRs) as having four key Super Powers that help an enterprise:
Transformation
Customer Experience
Service Design
Enterprise Resource Planning (ERP) has become the nervous system for nearly every organization big and small. Fundamentally ERP links functional business groups (Sales, Accounting, Marketing, HR, Production,
Transformation
Customer Experience
Service Design
He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles -
Transformation
Customer Experience
He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles
Transformation
Customer Experience
Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics: CSat = Quantitative Metrics
