We might all measure customer satisfaction or NPS, but neither of these help us monitor specifically what is most important to our customers. Here's how to figure out the most important things to measure for your customers.

There is an ever-increasing supply of KPI libraries and lists available for sale. And they are HUGE. The collections are in the tens of thousands in general and in the hundreds and thousands for specific industries. They are meeting a trending demand in the market, but no one seems to realise the incorrect assumptions this trend is operating on.

Some governments and other organisations not driven by profit use versions of program logic or outcomes models. But just because they use a logic or outcome model, doesn't mean they automatically get great KPIs.

With KPIs, comes transparency. But because most people fear that measures will be used to judge or compare, it's hard to get transparency to work. (more…)