Tag Archives | measurement missteps

What’s Missing from your Balanced Scorecard?

Mark Graham Brown has published a short, but insightful, piece about eight categories of metrics that are often poorly designed called ‘What’s Missing from Your Scorecard?’.  I won’t incude the full article here since it’s available for purchase on Harvard Business Online, but Mark suggests that the eight areas that should be better represented on a balanced scorecard…

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Fun with tenure metrics

At last week’s meeting of the CMO Community, a representative of the executive search consulting firm Spencer Stuart mentioned that the average tenure for Chief Marketing Officers at U.S. companies is 28 months, up five months from 2006. Great news, I thought, given my current role. However, remembering the earlier confusion on CFO tenure, I decided to do some fact…

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Measuring Virtual Events

Partially due to corporate sustainability reasons and partly due to old-fashioned cost savings, I’ve been thinking a lot about virtual events lately. The idea behind virtual events is pretty simple – rather than flying a lot of people to a single destination to discuss a series of topics, you have these discussions on-line. While simple…

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Performance Anxiety

Bernard Marr must be a believer in my theory that catchy headlines promote increased readership.  How else to explain that the long-time performance management guru resorted to the titillating title “Performance Anxiety” for an otherwise solid article on the potential perils of poorly implemented performance systems? Bernard observes that “performance management initiatives were often so…

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Measuring (Lack of) CRM Usage

One of the most common complaints about customer relationship management (CRM) systems is that the individual reps don’t use them.  This isn’t very surprising to me, as many deployments are designed to give visibility to management or to streamline the ops person’s ability to forecast, rather than to add value to the individual rep. Organizations…

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Measurement Mania

Several years ago, I visited a U.S. government agency that tracked more than 1000 different performance measures representing nearly every aspect of their operations.  The measures came from multiple operational systems, a dozen or more Excel workbooks, and several employee and citizen surveys.   The entire process was automated, allowing many of the measures to be…

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