Posts Tagged: client success program

From the weekly Success Insights series: Lessons from our Client Success Programs

A few weeks ago, I explained how we define and review a Web Strategy with goals and metrics. Now, I thought I’d give a simple example of how this concept works in practice.

An example of a Web Strategy Scorecard goal

Goal 3: Retain and improve relationships with existing customers

Support, service and communicate with existing customers through social media and the website.

This way of recording the goal and metrics shows:

• The basic business goal
• A description of how online activities can help meet this goal
• Two clear metrics to track, directly related to the goal
• The targets that will show that this goal is being met
• Exactly where to find each figure so we know how to set up our reporting systems and so anyone else can use this Scorecard later.