From a retail financial services perspective it would be dependant on
which department wanted to see which metrics:
sales/marketing teams would be more interested in success of online
activity, campaigns, lead generation
brand teams would be interested in conversion, customer engagement and
management would rather see a holistic view including online servicing,
cost benefits, cross sales etc.
All the best
--- In firstname.lastname@example.org
, "Debbie Pascoe" <dpascoe@...>
> Eric's book started a timely and relevant discussion.
> It would be great to hear from anyone who has implemented KPIs. What
> are your top 2-3? What is the core purpose of your site - direct
> sales, lead generation, customer service, etc (helps to put the chosen
> KPIs in perspective). What's your overall experience with them?
> Debbie Pascoe