Conversation Agent - Valeria Maltoni: Building Internal Support for Customers

« The Money for PR is in Immediacy | Main | Rise of the Influencer, my Podcast with Mitch Joel »

Comments

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

The comments to this entry are closed.

Subscribe


Search Content


As seen on

Advisory Boards


Marketing that makes business sense


Conversations


Book Reviews


  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.

Disclaimer

  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.