Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness.
You’d push back immediately.
You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your trainers and your customer service reps.
And you’d be right.
So, why do we think all companies should use the same customer measurement? Read more