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  • 1.  Measure Effectiveness of deliverables

    Posted 10-29-2014 12:59 PM

    Can anyone provide me with some research, thoughts or ideas around measuring the effectiveness of a deliverable - for example a SOW or consulting service.  We want to measure, "did we deliver what the customer needs at that moment"  We are concerned that conversion rate may not be accurate.

    Thanks!
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    Laura Balentyne CCXP
    Manager, Customer Experience
    Interactive Intelligence
    Bonney Lake WA
    317-715-8597
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  • 2.  RE: Measure Effectiveness of deliverables

    Posted 10-30-2014 12:20 AM
    Hi Laura

    If you have the means, it sounds like something that could be measured effectively with a simple customer survey, combined with transactional data from before and after the project.  Do you have any data around customer satisfaction from before the project started to use as a control?

    all the best
    Paul

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    Paul Conder
    Principal
    Lenati LLC
    Seattle WA
    604-3393558
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    Original Message