Most Important Metrics to Track for a Consulting Business: Video

Consulting Success

Video Transcript: Let’s talk about metrics. Specific metrics that you can use to get more clients, win more business , and actually grow your consulting business. There’s four metrics in one track. Metric number three that you want to track is proposals. These four metrics give you a lot of information. That’s why being able to look at these numbers and understanding these four metrics, really allows for going in and making adjustments.

Using the Right Performance Metrics: Watch out for P&Ls

Kates Kesler

We regularly work with CEO’s that are frustrated with leader behaviors that undermine enterprise strategy. Simple financial measures, like P&Ls, are an effective way to visibly drive leader accountability, yet they frequently do not match the complexity of today’s strategies.


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Are You Tracking the Customer Service Metrics That Really Count?

Harvard Business Review

Customer service Customer experience Customer strategy Digital ArticleDon’t just focus on tactical, operational goals. Ask what your customers are actually experiencing — and continuously push for improvement.

The road to hell is paved with metrics.

Markovitz Consulting

Michael Harris and Bill Tayler wrote a terrific article in the new Harvard Business Review on “metrics surrogation”—the tendency for people to mentally replace their business strategy with metrics. Although these metrics are supposed to reflect the company’s progress towards its goals, the focus on metrics can destroy an organization. Loosen the link between metrics and incentives. Use multiple metrics.

The Anchor Metric – What is the C-Suite’s Ultimate End Game?


As a course facilitator or consultant, if you want longevity in what you deliver, you need a strategy for elevating your clients’ perception of you beyond “content provider.” By knowing the C-Suite’s desired outcome, or, what we’ll call your anchor metric.

CSAT vs. CES vs. NPS: How to turbocharge key metrics for contact center success

1 to 1

Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experience.

Looking Beyond Short Term Financial Metrics (Nigel Lake, Part 2 of 10)

Tom Spencer

Tom: Do you think that short term financial metrics are part of the problem in developing long term strategy? One of the ideas that I’ve been thinking about recently is that financial metrics are basically designed to evaluate how much you are getting out of a company, your cash flow take from the company. And so, there appears to be a disparity between what companies do and what the metrics are measuring. (Source: Flickr ).

How to Cure a Bad Case of Metric Fixation


In The Tyranny of Metrics, history professor Jerry Muller reminds us that not everything that can be counted counts, and not everything that counts can be counted

How to Cure a Bad Case of Metric Fixation


In The Tyranny of Metrics, history professor Jerry Muller reminds us that not everything that can be counted counts, and not everything that counts can be counted

To Make Real Progress on D&I, Move Past Vanity Metrics

Harvard Business

Four strategies to make sure you’re measuring what matters. Hiring Talent management Diversity Digital Article

Contact Center Metrics Tracking Toward Customer Centricity

1 to 1

Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen through the ranks.

Don’t Be Tyrannized by Old Metrics

Harvard Business

While effective metrics are essential for focusing attention and achieving results, they can also overpower better sense. Most industries cower to a few central metrics, the yardsticks that define the winners and losers. Metrics tried and proven over years become a guide to what’s important, driving resource allocation. But these metrics can become tyrants. When things change, outmoded metrics can threaten a firm’s survival. HBR STAFF.

How to Use Corporate Training Metrics to Drive Value

LSA Global

Are corporate training metrics simply an exercise in futility that pleases training experts and HR but otherwise has no meaningful value to the business? Successful companies have learned that corporate training metrics have tremendous value in three areas: Helping to evaluate what matters (where to focus your efforts). To learn more about corporate training metrics, download 5 Steps to Smarter Training Measurement. Why Measure Training?

LSA Global Delivers Strategy Refresh Session for Talent Development Team

LSA Global

They faced a few complications: Performance goals , roles, success metrics, and interdependencies have been unclear and misaligned. To create an impactful Strategy Refresh Session for the Talent Development Team, LSA Global: 1. Shared interview results and created strategy pre-work.

Tesla Shows How Traditional Business Metrics Are Outdated

Harvard Business

Tesla just delivered its first Model 3, the affordable model that he envisioned in his “secret” strategy some 11 years ago. At the core of the confusion over a company like Tesla is that traditional business metrics are outdated and can create overconfidence or underestimation. Classic metrics like market penetration and market share, which many leaders are measured on, are the very things causing us to miss market opportunities and threats.

We Can’t Study Short-Termism Without the Right Metrics

Harvard Business

Strategy Accounting Digital ArticleThe McKinsey Global Institute, in conjunction with FCLT Global, recently released research stating that long-term-oriented companies perform better than those that focus on short-term results. While a laudable effort in principle, measuring a company’s tendency to make myopic operating and investing decisions is fiendishly complex. Getting the measurement right is central to providing convincing evidence on the debate over short-termism.

Feds Sharpen Focus on Using Customer Experience Metrics

1 to 1

Companies in the private sector continue to adopt customer experience metrics such as customer effort score and Net Promoter Score to get a better handle on how satisfied customers are and to help determine whether customer experience investments are paying off. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Voice of the Customer customerexperienceimprovement federalcustomerexperience

Best Business Books 2018: Strategy


These are key questions for anybody charged with developing strategy for a large organization. And these key questions are answered with clarity and verve in this year's best business books on strategy. And in Measure What Matters: How Google, Bono, and the Gates Foundation Rock the World with OKRs, John Doerr, a legendary venture capitalist, applies an engineer's discipline to the thorny question of how best to use metrics How can you innovate to avoid irrelevance?

How to Move from Strategy to Action

LSA Global

Strategy without Action Is Just Wishful Thinking Despite the time and effort leaders put into crafting a clear business strategy , one of the most distressing statistics, is that, according to a recent IBM survey, 90% of strategies fail to meet expectations.

The Key to Agile Success? Focus on Outcomes, not Metrics - SPONSOR CONTENT FROM CA TECHNOLOGIES

Harvard Business

For years, agile teams and organizations have measured success using process metrics – time to market, team throughput and cycle times, improved quality, and better predictability of output. As companies scale from agile projects to agile organizations, we must evolve the way we measure success – from process-based metrics to measuring business outcomes. By Surya Panditi, GM, Agile Management, CA Technologies.

Strategy Behind More Agile Budgeting, Part 2

Johanna Rothman

You can use incremental funding, incremental budgeting, and lean metrics to manage the project portfolio and adapt. The post Strategy Behind More Agile Budgeting, Part 2 appeared first on Johanna Rothman, Management Consultant. I suggested ways to think about more agile budgeting in part 1. I didn't tell you why. How do you budget your own money and time? If you're like me, you have a plan for the year.

Agile 47

How to Align Middle Management with Strategy

LSA Global

Middle Management Needs to Be Deeply Engaged in Strategy Design and Planning. For strategic plans to succeed, companies need to align middle management with strategy. Make the inevitable strategic and tactical adjustments to keep the strategy on track.

2 Successful Strategy Implentation Mistakes

LSA Global

Successful Strategy Implementation is Far from Easy. Closing the strategy execution gap is hard work. Not many organizations naturally combine strategy and strategy execution. Research by IBM found that only 10% of strategies are deemed to be successfully executed. According to PWC , only 8% of leaders excel at both strategy and execution. Successful Strategy Implementation Starts with Strategic Clarity.

Why Your Strategy May Fail

LSA Global

Do You Know Why Your Strategy May Fail? Not all strategies lead to results…even the best laid plans may not yield the outcomes you hope for. Only 10 Percent of Strategies Get Fully Executed. 9-out-of-10 strategies fail to meet expectations. According to research by IBM, only 10 percent of organizations manage to successfully implement their strategies on a consistent basis. What’s Going Wrong with Strategy Execution?

3 Steps to Pivot Your Sales Strategy During a Crisis

LSA Global

Is It Time to Pivot Your Sales Strategy? You will find out just how quickly you can pivot your sales strategy and your sales team when a crisis occurs. Do you need to pivot your sales strategy or sales approach? 3 Steps to Pivot Your Sales Strategy During a Crisis.

Sales 36

2 Popular Approaches to Cascade Corporate Strategies

LSA Global

Simple, Clear Strategies Work Best. Complex businesses like the one diagrammed on the board above require complex strategies, right? To effectively cascade corporate strategies throughout an organization, they must be easily understood, clearly stated, and embraced by all employees. The Key for Leaders to Cascade Corporate Strategies. Two Popular Approaches to Cascade Corporate Strategies. Blog Corporate Strategy Execution Strategic Clarity

The Effects of Misunderstood Corporate Strategies

LSA Global

Misunderstood Corporate Strategies Undermine Success. Misunderstood corporate strategies threaten your success. A corporate strategy is the plan you create to achieve specific goals. How Clear Is Your Strategy? Less than 33 percent identified their own company’s strategy!

Different Strategies and Cultures – Coke vs. Pepsi

LSA Global

Different Strategies and Cultures Matter. Our organizational alignment research found that the combination of different strategies and cultures at work accounts for 71% of the difference between high and low performing companies in terms of revenue growth, profitability, customer loyalty, and employee engagement. So we thought we would take on the Coke vs. Pepsi challenge in terms of strategy and culture. The Definition of Corporate Strategy.

What to Do When Leaders Disagree on Strategy

LSA Global

A Common Problem When Leaders Disagree on Strategy. After massive investments of time and money, too many companies report failing at strategy execution. What’s Causing the Disconnect between Strategic Planning and Strategy Implementation?

Agile 36

6 Questions for a Winning Sales Strategy

LSA Global

Why a Winning Sales Strategy Matters|. A winning sales strategy clearly outlines where you should win the majority of the time, what sets you apart from your competition, how sales success will be measured and the critical few sales scenarios that matter most in terms of meeting your sales targets. When it comes to a winning sales strategy, our clients work most effectively when they begin by answering six very basic sales strategy questions.

Sales 32

Jenny Dearborn Data Driven Strategies

LSA Global

Data-driven Decision-making and Strategies. This book is for you if you want to learn about Jenny’s take on data-driven decision-making and strategies and how to: Understand essential data science principles and corporate analytics models. Boost HR and company productivity and performance with metrics that matter. The post Jenny Dearborn Data Driven Strategies appeared first on LSA Global.

Successful Strategy Execution – What Matters Most?

LSA Global

Successful Strategy Execution Is Not the Norm. Sadly, IBM found that less than 10% of well formulated strategies are successfully executed. When it comes to successful strategy execution, how can you beat the odds? We define successful strategy execution as a corporate strategy that: Outlines clear and compelling choices about where to play and what actions to take. Why is Successful Strategy Execution So Hard?

Bain 28

2022 wage strategies: How contact centers can face the Great Resignation

1 to 1

In order to foster and retain talent, here are 4 strategies that can used to create a healthier and more cost-effective contact center environment. The post 2022 wage strategies: How contact centers can face the Great Resignation appeared first on 1to1 Media.

Developing a Thought Leadership Strategy with Charlene Li

Women in Consulting

She presented on how relationships are formed in this digital era, how to become a thought leader, and offered tips on developing a communication strategy, setting goals, and increasing engagement. Strengthen your relationship with your followers by validating them, then use metrics to measure the impact and reach of your interactions. Develop an engagement strategy. By: Olivia Dippon.

Is Execution Where Good Strategies Go to Die?

Harvard Business

” When leaders “execute a strategy,” they usually mean the former — putting an idea into action. Execution is often where strategies go to die. So what determines whether execution brings life or death to your strategy? The mental models that inform strategy are usually different from those that determine implementation. To close the strategy-execution gap, leaders have to close several other, smaller gaps. VCG/Getty Images.

How the Most Successful Teams Bridge the Strategy-Execution Gap

Harvard Business

The strategy-to-execution gap is an enduring problem with no easy solution. ” In their seminal HBR piece , Paul Leinwand, Cesare Mainardi, and Art Kleiner outlined what senior leaders must do to close the strategy-to-execution gap. We found the key differentiators for high-performing teams to be that: They spend nearly 20% more time (compared to low-performing teams) defining strategy (i.e., Translate strategy into everyday processes and capabilities.

3 Proven Leadership Tips to Operationalize Your Strategy

LSA Global

Is Your Strategy Set Up to Be Operationalized? Are you ready to operationalize your strategy? A strategy without people consistently implementing it together is useless. And yet IBM found that less than 1 out of 10 strategies are effectively executed. In most instances the strategic plans were in place, but strategy implementation was poor. Part of the problem is that, according to one survey, only 1 in 20 employees fully understand the strategy.

Looking for New Global Markets? Bigger Isn’t Always Better.

Harvard Business

Three metrics to guide your company’s international expansion. Global strategy International business Market research Digital Article

To Change Your Strategy, First Change How You Think

Harvard Business

” Beyond the usual financial metrics, JetBlue also measures the strength of its culture and the quality of its experience. But that was the outcome, not the strategy. ” GE is also using very different metrics for its platform businesses. The key metrics are assets on the platform , rather than margin or revenue growth. Traditional retailers obsess over incremental metrics like same-store sales that are tied to business goals. Tim Evans for HBR.

The 2 Missing Steps to Good Strategy Execution

LSA Global

Good Strategy Execution. There is not really any secret to good strategy execution…it’s really just a matter of applying some good common sense. But you’d be surprised at how many companies fail to succeed at strategy implementation of even very well crafted corporate strategies. According to research by IBM, only 10 percent of organizations manage to successfully implement their strategies on a consistent basis. 90% Failure Strategy Execution Rate.