Download or read book Top 25 Customer Service KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-03-01 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Customer Service KPIs of 2011-2012" report provides insights into the state of customer service performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Call Center Kpis of 2011 2012 written by The KPI Institute and published by CreateSpace. This book was released on 2013-04 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Call Center of 2011-2012" report provides insights into the state of call center performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 CSR KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-03-01 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 CSR KPIs of 2011-2012" report provides insights into the state of corporate social responsability performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Key Performance Indicators written by David Parmenter and published by John Wiley & Sons. This book was released on 2011-01-11 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Breathtaking in its simplicity and profound in its impact, Key Performance Indicators (KPI) distills the balanced scorecard process into twelve logical steps, equipping users with an implementation resource kit that includes questionnaires, worksheets, workshop outlines, and a list of over 500 performance measures. Author David Parmenter provides you with everything you need to master and implement a KPI-driven strategy.

Download or read book Top 25 Service Management KPIs Of 2011 2012 written by The KPI Institute and published by CreateSpace. This book was released on 2013-04 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Service Management KPIs of 2011-2012" report provides insights into the state of IT service management performance measurement today by listing and analyzing the most visited KPIs for this functional area on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. While dominated by KPIs reflecting cost performance and material handling, other popular KPIs come from categories such as transportation, time performance, delivery quality and warehousing. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Hr Service Delivery Kpis of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-02-22 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 HR Service Delivery KPIs of 2011-2012" report provides insights into the state of service delivery performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Social Media Metrics written by Jim Sterne and published by John Wiley & Sons. This book was released on 2010-03-18 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: The only guide devoted exclusively to social media metrics Whether you are selling online, through a direct sales force, or via distribution channels, what customers are saying about you online is now more important than your advertising. Social media is no longer a curiosity on the horizon but a significant part of your marketing mix. While other books explain why social media is critical and how to go about participating, Social Media Metrics focuses on measuring the success of your social media marketing efforts. Success metrics in business are based on business goals where fame does not always equate to fortune. Read this book to determine: Why striving for more Twitter followers or Facebook friends than the competition is a failing strategy How to leverage the time and effort you invest in social media How to convince those who are afraid of new things that social media is a valuable business tool and not just a toy for the overly-wired Knowing what works and what doesn't is terrific, but only in a constant and unchanging world. Social Media Metrics is loaded with specific examples of specific metrics you can use to guide your social media marketing efforts as new means of communication.

Download or read book Top 25 Customer Service KPIs Of 2010 written by smartKPIs.com and published by . This book was released on 2011-11-01 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Customer Service KPIs of 2010" report provides insights into the state of customer service performance measurement today by listing and analyzing the most visited KPIs for this functional area on smartKPIs.com in 2010. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. While dominated by KPIs reflecting efficiency and effectiveness in conducting customer service processes, other popular KPI examples come from categories such as order lifecycle management, complaints management, customer satisfaction with service and post-sale support.This product is part of the "Top KPIs of 2010" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Download or read book Top 25 Knowledge Management KPIs Of 2011 2012 written by smartKPIs.com and published by Createspace Independent Publishing Platform. This book was released on 2013-02-19 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Knowledge Management KPIs of 2010" report provides insights into the state of knowledge management performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Sales KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-02-19 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Sales KPIs of 2011-2012" report provides insights into the state of sales performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book The KPI Compendium written by Smartkpis Com and published by Createspace Independent Publishing Platform. This book was released on 2013-03-27 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: By assembling the largest collection of KPIs in a single book, The KPI Institute provides a powerful practice based learning tool. The KPI Compendium lists over 20,000 Key Performance Indicators (KPIs) examples listed by the smartKPIs.com team of researchers on the website with the same name. Main features: Each example has an identification number assigned to it, that can be used to look up additional KPI documentation on the website. All examples are grouped in a taxonomy structured around 3 contexts: global, organizational and personal. Contexts are grouped in further categories such as functional areas and industries Functional areas covered: Accounting Accounts Payable - Accounts Receivable Corporate Services Administration - Office Support - Corporate Travel - Facilities - Property Management - Legal Services CSR / Sustainability / Environmental Care Corporate Social Responsibility - Environmental Care Finance Asset - Portfolio management - Financial stability - Forecasts & Valuation - Liquidity - Profitability Governance, Compliance and Risk Compliance and Audit Management - Governance - Risk Management Human Resources Information Technology Application Development - Data Center - Enterprise Architecture - IT - General - IT - Security - Network Management - Service Management Knowledge and Innovation Innovation - Knowledge Management - R & D Management Marketing & Communications Advertising - Marketing - Public Relations Online Presence - eCommerce eCommerce - Email Marketing - Online Advertising - Online Publishing - Weblogs - Search Engine Optimization (SEO) - Web Analytics Portfolio and Project Management Benefits Realization Management - Portfolio Management - Project Management Production & Quality Management Maintenance - Production - Quality Management Sales and Customer Service Customer Service - Sales Supply Chain, Procurement, Distribution Contract Management - Inventory Management - Logistics / Distribution - Procurement / Purchasing - Supply Chain Management Industries covered: Agriculture Arts and Culture Construction & Capital Works Education & Training Financial Institutions Government - Local Government - State/Federal Healthcare Emergency Response/Ambulance Services - Healthcare Support Services - Hospitals - Medical Laboratory - Medical Practice - Preventive Healthcare - Veterinary Medicine Hospitality & Tourism Food and Beverage Service - Hotel/Accommodation - Tour Operator - Travel Agency Infrastructure Operations Airports - Ports - Railways - Roads Manufacturing Media Non-profit / Non-governmental Postal and Courier Services Professional Services Accounting Services - Business Consulting - Engineering - Legal Practice - Recruitment/Employment Activities - Publishing Real Estate/Property Property Management - Real Estate Development - Real Estate Transactions Resources Coal and Minerals Mining - Oil and Gas - Sustainability/Green Energy Retail Sport Management Coaching/Training - Sport Club Management - Sport Event Organization Telecommunications/Call Center Call Center - Telecommunications Transportation Airlines - Land Transport (Road & Rail) - Local Public Transport - Marine Transport/Shipping Utilities Electricity - Natural Gas - Water and Sewage

Download or read book Top 25 Retention KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-02-20 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Retention KPIs of 2011-2012" report provides insights into the state of retention performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Marketing KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-02-19 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Marketing KPIs of 2011-2012" report provides insights into the state of marketing performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Maintenance KPIs Of 2011 2012 written by Kpi Institute and published by Createspace Independent Pub. This book was released on 2013-02-19 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Maintenance KPIs of 2011-2012" report provides insights into the state of retail performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Risk Management KPIs of 2011 2012 written by smartKPIs.com and published by Createspace Independent Publishing Platform. This book was released on 2013-02-20 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Risk Management KPIs of 2011-2012" report provides insights into the state of risk management performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

Download or read book Top 25 Postal and Courier Services KPIs Of 2011 2012 written by The KPI Institute and published by CreateSpace. This book was released on 2013-04 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Top 25 Postal and Courier Services KPIs of 2011-2012" report provides insights into the state of postal and courier performance measurement today by listing and analyzing the most visited KPIs for this functional area on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. While dominated by KPIs reflecting cost performance and material handling, other popular KPIs come from categories such as transportation, time performance, delivery quality and warehousing. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.