Manage What You Measure
Manage What You Measure is a strategic workshop method designed to link customer behaviors with high-level organizational objectives. It helps teams identify which customer actions most significantly impact company goals, enabling focused and effective resource allocation.
How to run it
- 1
Introduce the session by explaining the goal of linking customer behaviors to corporate objectives.
- 2
Write a corporate-wide Strategic Goal at the top of a whiteboard.
- 3
List the KPIs related to that goal on sticky notes below the strategic goal.
- 4
Have participants brainstorm customer behaviors that impact the KPIs, writing each on a sticky note.
- 5
Participants place their sticky notes under the relevant KPIs on the whiteboard.
- 6
Review and discuss the sticky notes to clarify and consolidate ideas.
- 7
Repeat the brainstorming and review process to explore behaviors driving the initial behaviors.
- 8
Conduct a Dot Vote to prioritize the most significant customer behaviors.
- 9
Tally the votes and discuss the results, noting any surprises or unexpected low-priority behaviors.
- 10
Agree on prioritized behaviors and assign baseline values and goals for each.
Tips
Encourage diverse participation from various organizational levels to ensure a comprehensive view.
Use different colors for sticky notes to visually differentiate between KPIs and customer behaviors.
Capture the final board with a camera for documentation and future reference.
Variations
Consider using additional prioritization techniques like Impact Effort or the NUF Test if further distinction is needed. Pair this method with the Empathy Map to deepen understanding of customer motivations before starting.
Where it fits
Frequently asked questions
When should I use Manage What You Measure?â–¾
Use Manage What You Measure when you want to: Aligning team efforts with strategic goals; Identifying impactful customer behaviors; Setting measurable objectives for teams.
How long does Manage What You Measure take?â–¾
Manage What You Measure typically takes 30–180 minutes.
How many participants does Manage What You Measure work for?â–¾
Manage What You Measure works best for groups of 5–15 participants.
What materials do I need for Manage What You Measure?â–¾
To run Manage What You Measure you will need: Sticky notes, Dot stickers, Dry-erase markers, Camera.
How difficult is Manage What You Measure to facilitate?â–¾
Manage What You Measure is rated intermediate — some facilitation experience is helpful.
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Try it freeMethod descriptions on Workshop Weaver are original content written by our team, based on established facilitation practices. This method was inspired by work from Gamestorming.