Improve Customer Loyalty Through Performance Management
Posted Tuesday, January 3, 2012 by Don Kapuscinski
Historically, organizations measured performance through financial results, either the success of profits or failure through liquidation. Traditional performance measures, based on cost accounting information, provide little support to organizations trying to build the total quality processes that performance management requires. True performance management should map process outcomes to customer response with continuous, multi-level monitors.
With Microsoft Dynamics GP you’re not confined to out of the box reports that don’t allow you to look at the future as well as the past. You can analyze and visualize data using data cubes displayed as key performance indicators (KPIs) with drill-down capabilities that let you get to the detail behind the numbers. Performance management is all about keeping standards high and customers happy – which is not easily monitored with out of the box accounting reports.
Why is measuring performance important? Performance measurements will help you identify the strengths and weaknesses of your organization so you know where to focus on improvement. When quality assurance is critical to your organization’s success (and whose isn’t) track those measurements that are the bellwethers of customer loyalty. Whether its customer returns, unfilled orders or other KPIs – focus on the ones that are specific to your business success. If you aren’t monitoring the real KPIs that build customer loyalty and employee accountability, your managers may not be making the best decisions. Customer loyalty is no longer something you can take for granted. With the overload of data presented to managers, you need to give them KPIs that will help them notice trends and changes in buying behavior. Microsoft Dynamics GP will deliver.