Goal Setting: SLAs, KPIs, and OKRs

OKRs and KPIs are both methods of performance management, but they help you achieve your goals in different ways. OKRs are a goal-setting framework, while KPIs track goal performance. You can set any goal using OKRs, but companies often use OKRs for bolder, more aggressive goals.

Building a Customer Listening Path

1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives.

2. Build one-company categorization of issues for unaided feedback, so that they roll-up to volumes that command attention.

3. Present information from multiple sources by stage of the experience, rather than by survey question.

Actionable Reporting for All Levels

Setting up automated business alerts, to inform decision-makers of critical pieces of information so that immediate action can be taken

• Scheduling and delivering reports automatically, so that users can always be armed with critical information without having to run the report themselves

• Automated processes and integration with other business applications, so that, for instance, action is taken within the BI application (e.g. placing an order) can be written directly into the database

Valuing Customers as Assets

Following business or asset acquisitions, ASC 805 Business Combinations requires firms to recognize and measure the fair value of acquired identifiable assets, including any customer-related intangible asset. Certain exceptions for private companies may be available.