As we discussed in last month’s post, one key aspect to successfully using analytics to drive decision making is being able to tell the story—apply important context to the results to understand what they mean. Another key consideration is your audience. Your audience should determine what analytics to focus on and how you visualize the results.
The concept of customer relationship management (CRM) has long-existed before it was given a designation. In fact, it is a not-so-new buzzword that sounds wonderful, but is actually very hard to implement. What CRM refers to is a kind of cross-functional business strategy that allows organizations to learn more about their customers.
Last week was a first for me. I was asked to present on human resources measurement to an audience of finance professionals. The response to my sold out sessions was mixed. Some wanted to know more. Others wanted to be able to put people measurement into a simple box, record this as a consistent item on the balance sheet, and get back to the serious business of money.