Ensure you're tracking relevant KPIs that encourage and measure relationship-building, such as CSI
scores and service and sales retention rates.
Remember: Getting management buy-in during the strategic planning process is key, especially as
every successful process you implement will need to be measured against expectations.
» Are your goals SMART: Specific,
Measurable, Actionable, Realistic
and Timely?
» How are you measuring team
performance against the goals
and expectations you've set?
» How are employees incentivized or
inspired to take these actions?
» Beyond sales numbers, are you
measuring other key performance
indicators, such as engagement with
teammates, engagement in training or
effective use of resources and tools?
» Did your conversion attempts build a
stronger relationship with the customer?
» Were you creating a positive or negative
customer experience
ASK:
