Marketing measures their effectiveness, but should also measure organizational effectiveness as perceived from outside. The fact is that all organizations want to make progress. Too often though, progress is equated with profit. Profit is only one form of progress. To not measure more meaningful aspects of progress might lead to eventual doom. Imagine that you could report to the CEO a fantastic year. Sales up. Net profits up. Total number of customer up. But let’s also assume that you failed to measure customer satisfaction, brand loyalty or relative market position. Next year you would likely be reporting plunging sales, no profits and a bleeding customer base. Every organization wants to make progress, but you have to define what is the progress that needs making. A 10% improvement in customer satisfaction might generate 20% more sales the following year with additional marketing spend. If you have not monitored customer satisfaction, then … Continue reading →