Define/align on KPIs and Metrics

[Adil Chaoui]

To track and measure value, clear KPIs and measures should be in place. We want to ensure stakeholders can measure the progress of the project against ROI.

The key activities of defining and aligning on KPIs and Metrics are:

• Identify the metrics that drive outcome in business activities or processes.  Example: CSAT can be used.
• Translate metrics into estimates of financial value.
• Validate KPIs and metrics with stakeholders.

What have you found to work well for defining and aligning on business case and KPI Metrics?

[Alero O]

Adil, excellent points! To elevate KPI alignment, I focus on the strategic context: understanding how each metric, like CSAT, reflects deeper shifts in customer experience and drives long-term business sustainability. It's about connecting KPIs to overarching goals and the customer journey, not just immediate financial value. By prioritizing the 'critical few' metrics and their impact on strategic growth, we create a framework that provides actionable insights, not just measurements.

[User290317]

The most effective approach I’ve found for defining and aligning KPIs is to directly link them to measurable business objectives and validate their financial impact with stakeholders early on to ensure real progress can be tracked against ROI.

[dmjfolorunso]

One of the key things I consider regarding KPIs is the relatability to the core process users and the business expectations. When every actor in the process can see how these metrics speak to each of them, it helps to ease adoption and achievement.

[Justin W]

Communication is vital.  There should be clarity and documentation on the business case and also on the KPIs.  

[Tarak Akhil]

It works better when we engage all the stakeholders early. Focus on a few critical metrics to avoid dilution. Translate the KPIs into business value and keep them visible throughout the process (using dashboards) so stakeholders can track ROI in real time