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Product Description
Product Description
Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company′s profits by working smarter, this is the book for you.
From the Inside Flap
Learn why the most important activities that actually matter in your business are those that impact your customers.
One hundred years ago, the traditional accounting measures of costs, activities, efforts, and inputs met the needs of that era′s businesses. But today, these internal metrics are narrow in their focus and have become less meaningful in the knowledge economy, with little effect, in the long run, on an organization′s bottom line. Compelling and bold, Measure What Matters to Customers lays out an exciting, new road map for measuring customer value and successfully raising profits.
With proven methods, Ron Baker—renowned forward–thinker in the professional services firm field—shows you how to capitalize on Key Predictive Indicators (KPIs), innovative measures that define the success of your enterprise as your customers do. These are specific, identifiable details that customers value in the products and services they receive—details such as a preference to be contacted by phone instead of by e–mail, or a desire for rapid turnaround time on returned calls. Easy–to–read and relevant to your organization′s bottom line, this groundbreaking book shows you how to use KPIs to, for example, effectively track marketing data to determine which customers respond well to things such as cross–selling or to find out how receptive other customers are to entirely new offerings from the firm. It also shows you how to employ KPIs to enable your firm to react appropriately to your customer′s needs and increase the value they perceive, leading to higher profits. Topics covered include:
- Why the traditional metrics are no longer relevant to measuring the effectiveness of knowledge workers
- The new tectonic shift taking place in the economy—the transition from manual and service workers to knowledge workers and why that difference is critical to the future of your business
- How what you measure affects the value you provide to your customers
- How to increase the effectiveness of knowledge workers
- Developing KPIs for your company
- Increasing knowledge worker effectiveness
Seismic in the strategies it presents, Measure What Matters to Customers reveals how to regain a competitive advantage in the marketplace and allow your company to develop the measures that matter to your customers. Applicable to manufacturing and service businesses of all sizes, this important book will challenge managers′ and executives′ theories about which measures are important in their businesses. If you want to increase your company′s profits by working smarter, this is the book for you.
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
0 of 5 people found the following review helpful
Format:Hardcover
Yet again Ron has written another book which is of relevance to all Business Owners. He discusses at length what we need to mesaure to generate profits and how we need to concentrate on what our Customers measure who are the judge of how successful we are in Business.
A MUST FOR ALL BUSINESS OWNERS.
A MUST FOR ALL BUSINESS OWNERS.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
7 reviews
5 of 5 people found the following review helpful
Useful, insightful, and right on target - a great business read!
18 Jan 2007
Format:Hardcover
Ron Baker's latest book is a winner. The "Value Pricing" guru is back - this time with a great book on measuring what matters. Ron makes the case that we are measuring from the wrong perspective as we look backward (lagging indicators) and from the inside (busines operations point of view) when we should be looking forward (leading indicators) and outside-in (from the customer's perspective).
Ron challenges the status quo and backs it up with great stories of great companies and a good historical background of peformance measures. I love his theory for the new formula of business : Profitability = IC (Intellectual Capital) x Effectiveness x Price. He then goes on to explain the three components of Intellectual Capital as Human Capital, Structual Capital & Social Capital. This new framework explains the new value creation companies and how to transform your business into a value creating machine. I recommend this book highly!
Ron challenges the status quo and backs it up with great stories of great companies and a good historical background of peformance measures. I love his theory for the new formula of business : Profitability = IC (Intellectual Capital) x Effectiveness x Price. He then goes on to explain the three components of Intellectual Capital as Human Capital, Structual Capital & Social Capital. This new framework explains the new value creation companies and how to transform your business into a value creating machine. I recommend this book highly!
2 of 2 people found the following review helpful
Just the first few chapters alone are worth the time and money
4 Oct 2009
Format:Hardcover
This is a very well written book with analytical take on things. Baker insists on the need for theory, that can be tested and improved on, over fads that do not stand on data. It is refreshing to see a author who evangelizes the importance of profitability over market share and the need for businesses to leave the the cost-plus mentality in pricing. I recommend this book for all marketers and decision makers.
1 of 1 people found the following review helpful
Makes Your Head Spin - Why don't all organizations do it this way?
26 Aug 2011
Format:Hardcover
I think the beauty of this book is how author Ronald J. Baker brings life to data through effective storytelling and understanding that emotions and people matter ... not what one might expect from an accountant.
Too often organizations get trapped into the status quo, continuing with the way things have always been done. This includes the data we use to gauge our success.
Baker's engaging style and relevant examples prove why we need to re-think this.
It's easier and easier to get data - making organizations dependent on all the numbers. It's rare that companies step back to look at that data and assess whether they're measuring the right things. Baker questions if organizations do enough to adapt to their customers' changing needs.
He proves why organizations need to have the courage to look at both their quantitative data and the qualitative information that bring the numbers to life. We can't lose sight of how important it is to include creativity and critical thinking when analyzing numbers. It's not enough to just look at the data we're already getting, we need to have the courage to question it, to let our intuition guide us ... and then back that up with data to prove or disprove our theories.
Analytics are a means, a tool to inform our decision-making. However, organizations need the creativity of the human element or else they will stagnate.
I appreciated Baker's combination of both 1) the theory and data behind his assertions AND 2) his ideas for specific actions companies can adopt. I disagree with the reviewer who felt Baker just recycled other stories and examples. Baker has some strong opinions on what we need to do differently to be profitable. I felt that he chose great stories and research to back up his original ideas.
My only criticism would be that there are so MANY valuable ideas it's somewhat hard to determine where to focus. Related to re-thinking what we do with our data and information, he also makes a strong case for the importance of knowledge management and engaging employees. I started reading this thinking it would be only about data but it's really a book on building a stronger organization overall. Since we can't boil the ocean (cliché, sorry) it would be helpful to understand the logical order in which to tackle all of these important concepts.
The best books change one's thinking. This one changed mine.
Too often organizations get trapped into the status quo, continuing with the way things have always been done. This includes the data we use to gauge our success.
Baker's engaging style and relevant examples prove why we need to re-think this.
It's easier and easier to get data - making organizations dependent on all the numbers. It's rare that companies step back to look at that data and assess whether they're measuring the right things. Baker questions if organizations do enough to adapt to their customers' changing needs.
He proves why organizations need to have the courage to look at both their quantitative data and the qualitative information that bring the numbers to life. We can't lose sight of how important it is to include creativity and critical thinking when analyzing numbers. It's not enough to just look at the data we're already getting, we need to have the courage to question it, to let our intuition guide us ... and then back that up with data to prove or disprove our theories.
Analytics are a means, a tool to inform our decision-making. However, organizations need the creativity of the human element or else they will stagnate.
I appreciated Baker's combination of both 1) the theory and data behind his assertions AND 2) his ideas for specific actions companies can adopt. I disagree with the reviewer who felt Baker just recycled other stories and examples. Baker has some strong opinions on what we need to do differently to be profitable. I felt that he chose great stories and research to back up his original ideas.
My only criticism would be that there are so MANY valuable ideas it's somewhat hard to determine where to focus. Related to re-thinking what we do with our data and information, he also makes a strong case for the importance of knowledge management and engaging employees. I started reading this thinking it would be only about data but it's really a book on building a stronger organization overall. Since we can't boil the ocean (cliché, sorry) it would be helpful to understand the logical order in which to tackle all of these important concepts.
The best books change one's thinking. This one changed mine.
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