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Blog 15: In three steps to customer-orientated with the right KPIs
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Blog 15: In three steps to customer-orientated with the right KPIs

In the last 14 blogs, we have taken you into the world of iPM or KPIs that do work. A performance management method where the customer is the focus. Not only on the website, but also in the management of the organization.

The hierarchy dictated by the organizational chart becomes subordinate to customer chains. A method that combats compartmentalization within organizations and stimulates cooperation between departments. And a method in which we build a KPI structure that connects people and data to the ambitions of the organization. To ensure and control this, we set up appreciative and encouraging performance dialogues in which employees meet each other to do better every day than the day before. Your gain: noticeably better outcomes for your organization, your employees and your customers. And as an added bonus, meeting time is cut in half.

Organizations struggle with KPIs. We see this every day. KPIs are too financial in nature, look too much in the rearview mirror and are too internally focused. KPIs do not land sufficiently on the work floor, are meaningless to employees and miss the essential. This can be done differently. By embracing the principles of our iPM method, the organization avoids the five pitfalls that are described in the book Winning with the right KPIs.

Customer-oriented KPIs help prevent compartmentalization within an organization and stimulate collaboration between departments.

Peter Geelen

Three steps to a proper KPI structure

With a bit of guidance, you can build a customer-oriented and future-proof KPI structure for your organization in three steps. We guide you in a few weeks through the steps below so that you can:

  1. Identify your customer chains;
  2. Determine which KPIs to focus on;
  3. Facilitate customer-oriented performance dialogues with less meeting time;

Once you have completed these steps, the chain collaboration has been started within your organization. Your organization will further develop into a customer-centric, data-driven organization where the customer is at the center of how your employees and departments work together. You will notice an increase in both customer and employee satisfaction. Interested in this future perspective for your organization? Leave your details and we will contact you within 24 hours.

The iPM implementation approach

Over the past few weeks, we have taken you through the questions and changes we encounter in practice. Want to learn more about how to manage KPIs within different organizational levels? Read it again in the blogs below.

Introduction of iPM

  1. From planning & control to iPM
  2. Ready for take-off
  3. Setting the right targets
  4. Which customer chains does my organisation have?
  5. Division of roles: hierarchy versus chain
  6. Tactics of the chain in focus
  7. Customer journey versus customer chains
  8. How to determine the right KPIs
  9. Getting your KPIs right in 10 days
  10. Consultation structure in iPM organisation
  11. Effective performance dialogue and the usefulness of BRV
  12. Leader and team development
  13. Encouragement as a style to get more out of teams
  14. iPM in complex organizations
  15. Tips for implementation

Curious? Get in touch with us!

We outline what we often see in the traditionally driven organization and outline what that looks like when you apply iPM. Want to know more about healthy performance management? We lard that with situations and examples we find in practice. Contact us and we will help your organization move forward.

Back to the overview

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