When you look at the top trends in technology for 2016, everyone still comes back to big data (Gartner calls it the “information of everything”). This is one of the areas where support organizations have been way ahead of the curve. We measure everything. And, most support executives see nearly all of those measures. But just like the Gartner headline suggests, how do we get from seeing everything to getting usable information on everything? As executives, one of our biggest challenge is to get our teams to focus on what really matters because of the ready availability of everything.

How do we drive focus in our organization?

We focus on a subset of everything. Klever is proud to have facilitated the Open Customer Metrics Framework (OCMF) and its first report on the measures that it recommends for executives. If you haven’t been a part of the OCMF working group, you can get a full review of the contents with the working team on Tuesday, March 22, 2016 at 1:00pm eastern time (US).

One of the key findings is that there are five areas where executives should pay attention within their support organization. Executives should be measuring something in each of these five areas.


Area Definition
Customer How well are we meeting the needs of customers?
Employee How well are we meeting the needs of employees?
Business How well are we meeting the needs of the business?
How well are we capturing and re-using what we already know in our ecosystem?
Acceleration What is the rate of progress against projects that will transform our business?


At Klever, we’ve been thinking about these areas for executive attention for some time and have several great blog posts for you on each of these categories of measures:

But what are our favorite measures, ones your executive measures toolkit you shouldn’t be without?

Here are five of our favorites:

  • Time to smile – which Phil Verghis defines as “The total elapsed time between when a customer has their ability to use the product/service interrupted to the time they got back to a happy state.”
  • Level Zero Solvable – defined by Rick Joslin of HDI as “the percent of incidents resolved by the support center that could have been resolved by the customer using self-service.”
  • Time to relief – defined in the Knowledge-Centered Support practices guide as “not time to close,” relief is the point at which the customer is offered an answer, fix or work-a-round.”
  • Support engineers per customer (or per license/product) – It’s the number of customers (or licenses or products) that one support engineer can support (or is supporting now).
  • Acceleration Effort Analysis – which I define as “how much time and money is your organization spending to improve the customer experience beyond just taking cases.”

Don’t forget to join us for the OCMF framework launch!

We also have a well-established LinkedIn group that talks specifically about measures for support executives.

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