Have you ever come across a customer-oriented initiative where the people around the table assured everyone that they understood the customer well enough to provide the customer perspective? Inevitably, the application fails to deliver on expected benefits because the customer doesn’t behave quite like everyone thought they would.
Despite ongoing improvement among systems and service providers, NEOS still sees 40% or more system deployment projects failing to deliver anticipated value. While some of this failure can be attributed to poor deployment, much of it can be attributed to poor system selection.
Hear business and IT leaders share their experiences with the identification and utilization of Key Performance Indicators. Three panelists discuss their challenges, successes and lessons learned with KPIs.