Beginning with setting your goals, we will point you in the right direction for calculating your success and giving concrete numbers to your bosses. Besides financial numbers, there are also other aspects which need to be taken into account to determine the success of your paid social campaigns. In the end, it’s about setting a baseline for success, evaluating your results, and using them to improve your paid social strategies.

Define Your Goals

Before starting a project it is essential to set your goals. To figure out what your goal is, ask questions like:

• What is the objective of your paid advertising campaign?
• What is your budget?
• Does it align with your overall online marketing strategy?
• How do you measure the success of the campaigns?

We recommend that you set SMART goals to measure your success of your paid advertising.

Specific/significant/stretching

Measureable/meaningful/motivational

Attainable/achievable/action-oriented

Relevant/realistic/reasonable

Time-based/time-bound/trackable

For example, success could be X new affiliate sign-ups within a specific time frame, or Y amount of revenue from those affiliates.

But your ability to reach your goals also depend on the factors you’re measuring and what success looks like to you. So after selecting an achievable goal, you should define and monitor KPIs that lead to your goal. Consider the following data points that help you monitor your progress:

• Sign-ups/Followers/Likes
• Site traffic
• Reach
• Leads from social
• Revenue generated from social

Social media platforms have their own reporting available: Twitter has Twitter Analytics, and Facebook comes with Facebook Insights. Use these platform reporting tools to provide you with the essential data you need for your campaign.

Calculate Your ROI

Calculating your ROI for social media campaigns can be done in two ways. There is a financial way if your goals are set in terms of leads and/or revenue, and a non-financial way if your goals are set in terms of brand awareness. For financial goals involving leads and sales for global transactions, make sure to stay in the same currency. And if, in the end, there is no net revenue in your return, you should probably restructure your investment.

If your paid social media campaign is executed to increase brand recognition, it will be difficult to set up a financial calculation, because there are no actions a customer takes to purchase. In this case, the key is to observe those reactions of your audience and analyze the outcome.

Evaluate Results

The most challenging and important part comes with the evaluation of your actions. In addition to Twitter Analytics or Facebook Insights, many social media marketers also use Google Analytics, Salesforce or some other CRM tool.

Google Analytics gives you more detailed tracking for finding on-site conversions, while Salesforce is able to implement tracking codes to your links and sort sales leads to specific social campaigns.

Tracking is essential to all your activities on social media to avoid being empty-handed when it comes to proving your social media ROI or struggling to find the sufficient results.

Since social media is a fast channel when it comes to content changes and audience behavior, it is very important to have an eye on your platforms on a daily basis, especially in the beginning. As you continue monitoring your efforts, it is possible that you’ll have to make big adjustments to your social media strategy. There will be things that work well and things which do not generate any useful outcome.

Keystone

The whole tracking of your social media ROI is to prove your success on the one hand, but also a learning tool to increase this success on a long-term plan. The increase of your ROI should never stop. This whole process of calculating, defining, measuring, tracking and evaluating is not a one-time process which goes on automatically after you have set it up once. For sure, there are many templates and reports which can be generated automatically, but the content, strategy and goals need to be adjusted or even redefined over time.

Jannis Jörger is an Online Marketing Coordinator at cleverbridge.

Learn more about affiliate marketing and paid social advertising.

The post Measuring ROI for Paid Social Ads appeared first on cleverbridge.

In any case, the expanding use of cloud computing by businesses around the world is making Software as a Service (SaaS) a ubiquitous delivery model. SaaS and other delivery models that dovetail with subscriptions promise recurring revenue streams and maximized value from your customer relationships. But to measure those things, companies will need to establish new KPIs.

Subscription KPIs

Familiar KPIs like number of transactions or average cart value are no longer adequate. To assess the health of your business, KPIs like monthly and annual recurring revenue, customer acquisition costs and customer lifetime value must all be compared and measured on a regular basis.

Understanding how these new, more complex KPIs interact with each other is a challenge. The infographic below came from RJ Metrics’ attempt at creating a unified dashboard for the health of their entire enterprise. Tristand Handly of RJ Metrics explains, “Drawing up a conceptual model of how your business works and how all of your KPIs interact is a good way to make sure that everyone is looking at the business the same way.”

They created a flow chart to help keep track of the most important subscription metrics. Handly calls their approach Metric Decomposition, and explained their process further on the RJMetrics Blog.

Learn more about essential subscription KPIs for your business by downloading our complimentary white paper, Mapping and Measuring the Subscriber Journey.

The post Ecommerce Eye Candy — The Most Important Subscription Metrics [Infographic] appeared first on cleverbridge.

When you truly understand the entirety of a subscriber’s journey, you stand a better chance at earning their trust and their money.

Your ability to generate recurring revenue over the course of a long-term customer relationship also depends on knowing how to measure the KPIs of a successful subscriber journey.

With the right subscription metrics, you can report successes and identify revenue opportunities at key points in the subscriber lifecycle. But which subscription KPIs should you be relying on — and how do you calculate them?

In this guide you will learn about:

• Important milestones along the subscriber journey
• Key metrics that indicate success
• Complex formulas for subscription commerce KPIs

If your business lives and dies by subscriptions, you need to understand the map of your subscriber’s journey and its relevant KPIs. Make sure that your subscription management platform has the capabilities to support subscribers at each stage of their journey. This will ultimately reduce headaches and provide business stability for the future.

Download Mapping & Measuring the Subscriber Journey today.

The post Mapping and Measuring the Subscriber Journey [White Paper] appeared first on cleverbridge.

Primary Customer Service KPI: Reducing Customer Contact Rates

When choosing the KPIs for your customer service operation, one metric to focus on is your customer contact rate. A customer contact rate is usually measured by taking the number of customer inquiries that occur through your ticketing and phone system in a given time period, like a month or a year, and dividing that number by the amount of paid orders during that time. The result is your contact rate. For example: if you have seven customer contacts and 100 orders in a month, your contact rate is seven percent.

The best way to reduce contact rates without sacrificing customer experience is to provide your customers self-service tools. You see, many of your customers don’t have the time to resolve their issues with a phone call, and other customers don’t want to wait for an email reply that may take up to 24 hours to get. These customers need an immediate resolution to a relatively simple challenge, and for them, self-service options work best. Effective self-service tools provide the added benefit of freeing up your customer service agents to handle more complex inquiries.

These self-service options can range from Frequently Asked Questions to forum postings to how-to videos with installation or technical support instructions. Pinpoint your most common customer inquiries, and then build your self-service pages from those issues.

For example, if customers have issues activating their software, provide copy and paste instructions or a simple video explaining the installation process.

Do customers often need their order redelivered? Provide an order lookup using just their email address so the customer can retrieve their software.

To cut your contact rate, make the most relevant information for your end users as readily available as possible.

Other ways to reduce your customer contact rate involves monitoring:

• Contact rates by region—If you notice that inquiries from certain regions have a recurring issue, then provide localized content geared toward that market. Empower your end users to find their answers quickly online and resolve the problem through self-service options.
• Contact rates by product—Are you seeing higher technical support requests for only one product? Identify the problem, and offer detailed instructions and screenshots in a FAQ or provide a simple video.

“After a positive experience, more than 85 percent of customers increased their value to the bank by purchasing more products or investing more of their assets; just as tellingly, more than 70 percent reduced their commitment when things turned sour.” – The ‘moment of truth’ in customer service, McKinsey

Secondary Customer Service KPIs: Answer Speed and First Contact Resolution

If reducing contact rates is your primary KPI, you should also monitor a couple of secondary KPIs that directly influence the primary one. These are your answer speed (how long it takes you to pick up the phone and how long it takes you to respond to an email), and your first contact resolution (FCR) rate (out of all your customer contacts, the amount that are solved with only one exchange between customer and customer service representative).

Answer speed

How quickly do you want a customer service agent to answer a phone call? We all know from personal experience how frustrating it is to sit and wait to speak to an agent on the phone. Is this really the feeling you want your customer to leave with? According to research from McKinsey, “After a positive experience, more than 85 percent of customers increased their value to the bank by purchasing more products or investing more of their assets; just as tellingly, more than 70 percent reduced their commitment when things turned sour.”

How important is it to you that your customers receive a response to their emails within twelve hours? To phrase this in a more meaningful way, how important is it to your customer? If a customer isn’t receiving a response to their email within a reasonable time frame, they may continue sending emails to your team or may even contact your customer service department through a different channel. This delay increases your customer contact rate, eats up your resources, and diminishes the customer experience.

First contact resolution

A higher FCR eliminates longer wait times, redundancy and multiple tickets. Investing in training for your team translates to satisfied end-users who receive their answer in the first contact rather than a chain of emails. Well-trained customer service representatives who can identify problems and provide answers quickly lead to shorter phone calls, lessened hold times and a more positive customer service experience.

Quality assurance (QA) is often only measured for phone support. However, if you’re looking to reduce your customer contact rate, then you should analyze QA in all aspects of direct customer interaction, including live chat and email. A long email chain may appear thorough, but it also means interacting with several customer service representatives. This wastes time and resources while providing a relatively convoluted answer for your end user. A thorough response would resolve the inquiry the first time, and provide further information which prevents any foreseeable questions or issues.

Keystone

Using key performance indicators to reduce your customer contact rate will not only improve the customer experience, but will also create a more effective customer service team.

Emily Oney is an Email Marketing Coordinator and former CSR at cleverbridge

The post Customer Service KPIs: Reducing Contact Rates appeared first on cleverbridge.

This post shows you our most popular topics of 2014. Whether it is your first time reading these posts, or you are just reviewing them for your own edification, you’ll discover the tools and knowledge you’ll need to take your ecommerce revenue to a whole new level in 2015.

Ecommerce Benchmark Report

This post links to a SlideShare presentation that is truly a must-have for all ecommerce professionals whether you’re a C-level executive, or you’re an ecommerce manager in charge of your company’s online shopping cart. This ecommerce benchmark report, which contains important, relevant and engaging data about selling to consumers and businesses all over the world, is indispensable to your 2015 performance.

B2B Ecommerce Evolution

Business buyers are online and prefer to shop there, but the B2B market is often underserved in ecommerce. If you haven’t thought about marketing your products to corporations, hospitals, schools, government agencies and non-profits now is the time to start. This post gives an overview of the B2B ecommerce market and offers practical advice for software merchants about optimizing their site to support business buyers.

Ecommerce KPIs

The first quarter of the year had us pooling our key performance indicators (KPIs) from a variety of departments and sharing them with our community. Use these measurements to assess how your business is doing. Responsible reporting is key to judging whether your performance is meeting your goals:

• Essential Ecommerce KPIs For Your Online Shopping Cart
• Measure This! Customer Service KPIs
• Moving the Needle On Email Marketing KPIs

Affiliate Marketing 101

Affiliate marketing will continue to be an important revenue source for you in 2015. This series of posts, from cleverbridge Affiliate Marketing Manager John Hernandez, approaches affiliate marketing from an affiliate’s point of view. Though the merchant’s perspective of affiliate marketing is the more common one at Building Keystones, this series serves merchants who are trying to understand their affiliates’ perspectives in an effort to enhance their mutually beneficial relationship.

Localizing Ecommerce

According to Forrester Research’s recent report, Close The Experience Gaps With The Right Business Technology, improving customer experiences and growing revenue are at the top of business executives’ to-do lists in 2015. Localization is a great way to accomplish both goals. The essential lesson of these posts is for the ecommerce community to look for opportunities beyond their home country to grow revenues.

• Making Money From Software Piracy
• Know the VAT Rules? Think Again, They Are Changing
• Beyond Credit Cards: Payment Trends Across the Globe

We look forward to sharing more of our ecommerce expertise in 2015. We hope that reading these posts gives you insight into your business and helps you make better decisions. Click here to contact a cleverbridge representative and see how we can help you improve your ecommerce offering.

The post 2014 Ecommerce: Our Year In Review appeared first on cleverbridge.

Keeping Customers Loyal

It is easy to understand that when customers have positive interactions with your brand they are more likely to remain loyal. And if you don’t listen for opportunities to improve your brand, there is a good chance your customers will leave you for a business that does. Indeed, according to a Help Scout infographic, 86 percent of customers will discontinue business with a company because of something as common and as simple as a poor customer service interaction.

So, one area to focus on when setting out to improve your customers’ experiences with your brand is how well your customer service representatives (CSRs) interact with customers. Customer satisfaction surveys aligned with SMART KPIs give you the information and context needed to improve. Provide your customers with a system for rating their interactions and use those ratings for insight and context into making improvements and changes in how you service customers.

Key Performance Indicators

Setting a high standard for your customer service team begins with establishing SMART KPIs. These measurements must lead to world-class customer service. Some examples of KPIs can be found below:

Response Time

How long did it take for a CSR to answer the customer’s inquiry? This indicator can be measured across phone support, emails, live chat and contact forms.

Issue Resolution

Find out if the customer service representative answered the customer’s inquiry the first time. Did the customer have to reach out to your customer service team again, and was the issue wholly addressed or only partially?

CSR Knowledge

Was the CSR knowledgeable about the issue and did they provide accurate information? This information is especially useful for training CSRs.

Customer Satisfaction Survey

In order to consistently focus on improving your customer experience, it’s important to periodically send surveys to customers for their feedback. Your questions should be clearly worded with your service goals and KPIs in mind. While there are many elements of the customer experience, we’ve found that the following elements of a customer service interaction are very important to customers:

• How quickly their phone call or email was answered
• How professionally the CSR acted
• How well the CSR understood the customer’s inquiry
• Whether the CSR was able to resolve the customer’s issue

Field for Open Ended Comments

A field for open ended comments (which is basically a box with instructions like, “Please feel free to add any comments of your own regarding your interaction with the customer service representative”) provides verbatim customer responses. Though it is unlikely you will be able to satisfy every customer, this field lets customers elaborate fully on a topic you have presented, such as answer speed, or alternatively, can make you aware of a rising issue.

The comments section will not be limited to negative feedback from customers. You will be amazed at the positive comments about your customer service team and the compliments for your representatives.

If you receive negative feedback from customers, make sure to follow up with a quick email stating how you are working to resolve their issue. This resolution can range from opening a new support ticket to product feedback, but listening to customer criticisms can protect your online reputation. Unhappy customers tend to share their poor customer service experiences online through social media. Being proactive with customer frustration might make the customer less likely to air their frustrations publicly and can potentially turn into a positive review.

It is important to remember that surveys are not limited to phone interactions. If possible, include other support channels such as live chat, email or an FAQ section. For example, if a customer can vote that a certain FAQ article was unhelpful, then you can add additional content to the page.

Using Surveys to Measure KPIs

Basing your customer satisfaction surveys on your KPIs lets you gauge if you’re reaching your goals, and if your customers are satisfied with these standards. For example, if the KPI for a phone call’s response time is set at one minute or less, then you can measure if your team has reached this goal by looking at average answer speed. You can also see if your customers feel this is an acceptable goal; if you receive negative feedback that hold times were too long, you know that one minute as a KPI needs to be shortened.

Keystone

Combining KPIs and customer satisfaction surveys facilitates a more holistic view of your customer service team’s performance.

Tell us what your customer satisfaction surveys measure for in the comment section below!

Emily Oney is an Email Marketing Coordinator and former CSR at cleverbridge

The post KPIs and Customer Satisfaction Surveys appeared first on cleverbridge.

SMART Customer Service KPIs

So how do you know if you are providing that gold standard service to your customers? It all starts with establishing SMART KPIs. Remember, SMART KPIs are Specific, Measurable, Achievable, Relevant and Time-based. Using SMART KPIs lets you understand what is helping your performance and what is hindering it, and how you can improve.

“Customer loyalty [impacts] willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend to a friend or colleague.” – via Forrester Research: Transform The Contact Center For Customer Service Excellence

Among the many different KPIs you can measure (and we will discuss more KPIs later) to achieve customer service excellence this post focuses on response times. We will explore different expectations of this metric for phone calls and emails, and show you how to drill down into this metric in order to really see how your team is performing.

Response Times

One of the most frustrating aspects of customer service is waiting for a response. Whether it means a customer sent an email and is waiting a few days to hear back from your company or they are waiting on hold in a phone queue, the more you can reduce customer wait times, the more satisfied your customers will be.

Phone Calls – Average Speed Of Answer

Depending on your support staff and your call volume, establish an achievable average speed for answering the phone. For example, you could determine a goal that every phone call must be answered within 30 seconds on average. But if you really want to see how well you’re doing, take that average speed of answer time and try to keep it under 30 seconds for 90 percent of your calls.

These two measurements are not the same. Imagine if two customers call your contact center. The first customer’s call gets picked up in less than one second. Customer number two’s call is picked up in 50 seconds. The average speed of answer for these two calls is 25 seconds. You have met the first objective, but you have not met the second objective. Magnify that over the course of months and years and the amount of delayed customers adds up.

When it comes to customer service KPIs, it’s not just the average speed you are measuring – you are also hunting for outliers and trying to improve every single customer interaction. The second metric is much more difficult to achieve and so it indicates superior performance.

Phone Calls – Longest Wait Time

To add another layer of complexity, start measuring the longest time it took to answer the phone. If you see a customer waited for 10 minutes before they spoke with a representative, you know there is an opportunity to improve your service.

If your goal for average speed of answer is 30 seconds and if your service level agreement is to have 90 percent of calls under that limit, first rate customer service teams might shoot for less than one percent of calls to wait over 60 seconds.

Let’s say your customer service team responds to 100 calls over the course of a single day. If 98 calls were answered within 30 seconds, but even two calls waited over 60 seconds, you have failed to achieve your premium service level.

This performance indicator is extremely difficult to achieve and requires the right number of highly trained reps scheduled in the most efficient manner. Accomplishing this reduction in customer wait times however, goes a long way in creating more loyal customers.

Email Response Times

Email response times do not carry the same expectation for customers as phone calls do. Phone calls are more urgent than emails. You can delay answering an email for at most a day but a phone call must be picked up immediately. Still, you need to establish a reasonable KPI achievement that you expect to see reach 100 percent of the time. If that goal is 24 hours or 48 hours, the important thing is to manage customer expectations. On the contact information page of your site, explain to visitors that urgent matters will be resolved more quickly by phone. Less urgent matters can be handled by email, which also helps customers keep track of correspondence with your company.

Keystone

Managing customer expectations and measuring how long you keep customers waiting will help you better understand how well you are delivering your customer service. Use those metrics to benchmark your performance and improve the customer experience.

The post Measure This! Customer Service KPIs appeared first on cleverbridge.

Ecommerce KPIs

The following list is not comprehensive. Think of it as a beginning point in your understanding of current business performance and how to improve it. Aside from your checkout process and shopping cart make sure you monitor KPIs for other important aspects of your ecommerce organization. We will examine these different areas in future posts regarding:

• Email marketing
• Search engine marketing
• Affiliates
• Fraud prevention
• Customer service

Online Shopping Cart

The shopping cart is where sales are made and revenue is generated. These are the lifeblood of your business, without which, you cannot support future operations. To gain insight into your current performance and where improvements need to be made, you’ll want to focus on revenue per session, average cart value, conversion rates and gross revenue.

By themselves, these metrics don’t provide a complete picture of your business performance. However, when measured together and combined with other KPIs from other parts of your business like customer service, they can tell a story of success or failure and point you toward future improvements.

• Revenue Per Session – Orders tell you that your online store is functioning well to a certain extent, and are an important metric to track. But measuring revenue per session helps track the traffic that flows in and out of your site. This lets you know which parts of your checkout process and shopping cart can be improved to shorten the time to purchase.
• Average Cart Value – This metric is useful for determining the success of your cross-sells and up-sells. It also provides more context for your revenue per session metric and along with gross revenue is useful as a baseline for testing your price points around the world.
• Conversion Rates – Conversion rates tell you what percentage of unique visitors to your site become actual paying customers. This metric tells an even deeper story than focusing on paid and unpaid orders.
• Gross Revenue – Gross revenue tells you how much money you’ve earned regardless of your expenses. You may think profit is the be-all and end-all of performance metrics, but while net revenue tells you what’s costing you money, focusing on gross revenue helps identify where money is coming from. This in turn tells you what your strongest and weakest channels are. Similarly, gross revenue provides more context to your performance. For example, if you reach a target goal for conversion rates – that’s good; but if it doesn’t lead to your target revenue goals, your awesome conversion rate doesn’t really help your business. But if you have a lousy conversion rate that hits your revenue goals, you’re in a much better place financially speaking.

Segmenting By Place And Product

When you’re measuring your ecommerce KPIs, make sure that you provide context to your analysis by breaking each data point down by region. What might work well in the U.S. does not work well in Germany so be cognizant of that. Drilling down into your ecommerce KPIs and making regional adjustments also lets you know where your strongest markets are located. If three countries are making up 50 percent of your revenue, make sure that you are investing the most time and effort into those markets.

If you sell more than one product make sure that you drill down into these ecommerce KPIs according to each product’s path to purchase. Don’t just watch the overall performance of your site. Make sure the path for a B2C product is as successful and as optimized for an individual consumer as the path for your B2B buyer.

Test, Test, Test

As always, testing is the most important part of improving your performance. Testing your shopping cart against the essential ecommerce KPIs helps you understand what is contributing to your success. It teaches you how to create solutions to improve your online shopping cart’s performance. For example, you can test:

• Different button shapes, sizes and placements
• New price points and different prices points in different regions
• In-cart text: Are your customers persuaded to purchase by more or less copy?
• Configurations: Does a multi-step checkout processes generate more revenue than a single step, no review process? Remember that a single step no review checkout process is illegal in a number of important countries like Germany, so make sure you have a tool that is able to exclude certain regions from your tests.

Keystone

Determine ecommerce KPIs that measure success and combine them together to provide the greatest context into your business performance. Then start testing various elements in your shopping carts and checkout processes to move the needle.

The post Essential Ecommerce KPIs for Your Online Shopping Cart appeared first on cleverbridge.

But reviewing your business’ monthly or even quarterly performance is one of the most important ingredients for improving business performance. And who doesn’t want to improve business performance?

Surprisingly, many companies, large and small, do not actually conduct monthly or quarterly review meetings. When they do, the meetings are disorganized and unfocused.

In this post, we provide some effective ways to not only prepare and schedule a review meeting, but also how to properly conduct one.

Preparing for Performance Reviews

The first step in measuring performance is deciding which metrics to review. Don’t try to review every little detail of the company or department; it is impossible and counterproductive.

A recommended range is between five and ten crucial metrics that you see as key performance indicators (KPIs). This number is manageable, and after a few review meetings, you may decide to change some of the metrics as the business shifts or opens up to new market opportunities.

Your KPIs define how your company measures success. Once they are chosen, it is time to set goals for the KPIs. To ensure that your goals are relevant, make them correspond to the SMART method. That means that your goals should be specific, measurable, attainable, relevant and time-based.          

As a company that globally sells software online, you want to think beyond traditional “revenue” and “units sold” measurements. For example, don’t just say, “I want to increase conversion rates.” It is not specific enough. Instead, say, “I want to increase conversion rates in under-performing regions next quarter.”

This goal is:

• Specific –  It tells you exactly what you want to happen (“increase conversion rates in under-performing regions.”)
• Measurable –  You can measure the amount of unique visitors from a certain country against their sales to identify under-performing regions. Then you can enact changes and see if the conversion rate improves.
• Attainable  – Your goal may be reached through new marketing tactics, offering local currencies or payment methods, and split testing carts.
• Relevant – Setting this type of goal lets you know what helps make you successful and what is ineffective. Increasing conversion rates also has numerous additional benefits to your business and your bottom line.
• Time-Based – Your goal has a specific timeline (“next quarter”) in which you can implement changes and measure their success.

The final step in preparing for business reviews is to set a regular review schedule in advance and stick to it. Do not wait for a break in your busy schedule to conduct these reviews.

If you wait, you will push it off. Remember to choose a time frame that works for you. If, based on your business sales cycles, a monthly review is too often, then do a quarterly review.

Conducting the Review Meeting

Once the review has been scheduled and you have attendees in place, don’t just read the numbers out loud. Review the results against your goals by creating graphs and data tables to help tell the story of how your goals stack up against the results:

Next, you need to identify opportunities for improvement. Finding the opportunities to improve is easy; it is the area between your goals and your actual performance.

Some call this “Continuous Improvement” or “Performance Improvement”, but the name doesn’t matter as long as you can quantify the gap between the goal and the result, and then set your sights on next steps.

Periodic business reviews are also great opportunities to celebrate good performances. Besides boosting morale, you also emphasize the importance of those practices that led to success. Focus on what worked and apply those lessons to other areas of your business.

Now that you have identified areas for improvement it is important to create an action plan to help you organize and execute further improvements. There are four simple steps to developing an action plan.

1. Brainstorm all the possible solutions.
2. Prioritize these solutions based on greatest impact.
3. Assign/delegate solutions and schedule follow-up dates.
4. Follow-up as scheduled and make necessary adjustments.

Following up in between your regular review meetings is the most important detail of this process. It gives you the ability to adjust your plan if the desired results do not occur.

Keystone

A business is expected to improve in order to survive. Without a regular review of performance metrics, whether monthly or quarterly, your company will be at a disadvantage in the marketplace.

Leave a comment if you would like share any interesting metrics that you use for performance reviews. As always, you can follow us on Twitter and Facebook.

Chris Hamill contributed to this blog post

The post Five Elements of SMART Performance Reviews appeared first on cleverbridge.