Measure for Success

What do I mean by measure for success?
If we look at CRM projects, programmes or initiatives I believe one of the main reasons they are seen as failed was that there was no way to measure if they had been successful. In other words no metrics defined to determine what success is or means in terms of the business.
But how does a business determine the metrics to be used to measure success?
A business can categorise measurement metrics into 5 areas as discussed below. These five areas broadly speaking cover most characteristics that an organisation should consider when measuring a project.
  1. Financial – ROI, Increase sales, Reduced Costs, money related measurements
  2. Quality Control – Consistency of process, streamlined processes, quality of data
  3. Customer – Level of satisfaction, acquisition ratios, retention
  4. User Requirements – User satisfaction, User involvement
  5. Standards – Project related, delivered on time, to budget

Measuring for Success Process

How do you incorporate this is to your project, simple follow these steps:

  1. At the start of the project / initiative, work with the business owners to determine which characteristics make sense for the business
  2. Define measureable and realistic metrics around these characteristics
  3. Measure the current process against the metrics to capture the current state
  4. After delivery of the project, measure the new processes against the metrics
  5. Re measure after a few months of go live to re-evaluate against metrics

As good practice communicate the metrics to the users, business champions and use the metrics to obtain buy in to the process and validate why you are investing in the business change. It’s amazing how users get hooked on to the measures and drivers and want to see the business benefits realised.

By following these simple steps you can finally put to bed whether your project was a success or not.


CRM2011 Beta has been released

CRM 2011 has been released on beta and can be found at: