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It makes everyone accountable and shows you what you're going to pay attention to -- I found it works well.

Valeria, what I like so much about this post is this line:

"I found that the best way to gain support for customers is by making all customer-facing groups accountable for reporting and measurement, and then creating a master dashboard to share internally."

That does two things. Number one, it establishes the customer facers as the arbiters of what's important to measure, which nearly always will be outcome-oriented instead of output-oriented. Number two, it establishes measurement as intrinsic to the business, not something imposed on the business by some weenie.

Good on ya!
Sean
@commammo

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