Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
KPI questions
1. Goal Levers KPIs Value
p Deliver Project
Against Plan
Project Charter/Plan Alignment
KPI Alignment
Project Progress Visibility
Enablement Plan Visibility
Management of issues/risks
% of Key Milestones met
Frequency of updates to KPIs
# of users trained
# of users live on system
Action (“intervention”) Results
Project Delivered on Time
Project Delivered on Scope
Project Delivered on Budget
Stakeholder Satisfaction
Results Delivered (KPIs met)
p User Proficiency
p User Adoption/
Advocacy
p Sustained
System Usage –
Depth & Breadth
Ensure Executive Sponsorship
Provide a valuable system –
Functionality/UX
Develop end user competency
Engage user community
Update compensation model
Management Participation
% Adoption of Key Functions
% increase in system capabilities
Improve Employee Sat Scores
User Knowledge Check scores
% Communication Milestones
Effective System Use/Adoption
Effective Collaboration
Employee Sat/Retention
Improve Employee Sentiment
p Customer
Engagement
p Customer
Insights
Improve Enrollment Cycle Time
Provide market-driven curriculum
Improve Customer Service
Enable a 360 Degree Customer
View
Reduce time to market – x%
Reduce development costs – x%
Improve Customer Satisfaction
Scores – Product , Value, Pricing
Decrease Customer Support
Resolution Cycle Time – x%
Right products delivered to
customers at the right price
Improve Customer Sat
Increase Customer Lifetime
Value/Retention
CLIENT
p Improved Sales
Effectiveness
q Cost of Sale
q Support Costs
Improve Data Quality
Improve Sales Cycle Time
Reduce # of Disparate Systems
Improve Support Cycle Time
Decrease Record Errors – x%
Reduce Sales Cycle time – x%
Reduce Admin time/cost – x%
Reduce Support calls/cycle – x%
Consistent Sales Process
Reduce IT Systems Costs
Reduce Operational Costs
Improve Internal Compliance
p Revenue/Profit
p Management
Effectiveness
p Drive Innovation
& Growth
Increased visibility into sales
process
Improved/real-time Reporting
Improve Forecasting Accuracy
Increase # of Opportunities Won
Increase Average Deal Size
Increase Customer Acquisitions
Increase Cross-Sells/Up-Sells
Increased Sales
Increased Margin
Increase Breadth & Depth of
Products Sold
Better/Faster Innovation
Deployment
Employee
Engagement
Customer
Satisfaction
Operational
Efficiency
Business
Balanced Scorecard – Metrics
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