Services provided to end customers are often intangibles that are difficult to effectively describe in terms of value. Value reporting is a critical topic with many customers, and companies create strategies and initiatives to produce this type of reporting, only to find challenges in consistently operationalizing and delivering reports long term. This topic addresses:
• Selecting appropriate metrics that communicate value
• Providing standardized reporting with sufficient flexibility
• Operational disciplines required to consistent delivery
• Risks of exposing performance gaps directly to customers
• The challenge of cultural change for effective reporting
• Specific action steps to get started