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Measure Everything

Last week I interviewed Scott Millwood and Michael Elliott for a newsletter piece I’m writing for our client, wealth management firm Nachman Norwood & Parrott. Scott and Michael are founders of Greenville-based Customer Effective. In collaboration with Microsoft, Customer Effective has become a rising star in Customer Relationship Management consulting and solutions implementation, with an emphasis on the financial sector.

The two spoke about the importance of creating measurable performance metrics, not only for their clients, but for their own business, as well. According to Scott, “there’s not one aspect of Customer Effective that we don’t have metrics established to track our performance.”

It’s certainly possible to attribute some of Customer Effective’s success to being at the right place at the right time. But others have had access to Microsoft’s technology platforms, and have nothing like the client base Scott and Michael have built in less than ten years.

A lot of businesses (Harrison Kohn included) track only basic financial data and little else. Meanwhile, Customer Effective creates a robust dashboard of performance metrics that touches every associate within the company. And it’s monitored every week to be sure each little building block is getting done … and to reward the appropriate individual for his/her accomplishment.

Frustrated with the economy? Feeling anxiety because you’re stagnating? Learn from two gentlemen behind one of South Carolina’s most remarkable companies.

Measure everything!

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