Measuring the Impact of Technical Info

There have been many discussions around the value of technical information to an organization. What’s missing is the “Here’s our value” or “Here’s our impact on the buyer experience” metrics. You’ll want to quantify value and steer the product so that those scores improve.

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Measuring the Impact of Technical Info

Traditional Tech Pubs Metrics Have Their Place
Understanding your departmental throughput and efficiency are valuable so you can understand internal performance and allocate resources for the most value.

Management Doesn’t Care About These Metrics
Nor do they care what tools you utilize to achieve them. Their interests are based on revenue growth and cost containment—anything beyond that is probably noise.

Customer Satisfaction Re: Tech Pubs Is Relevant
Because it’s far cheaper and easier to keep an existing customer than to land a new one, improving customer satisfaction (and loyalty) is a documented path to revenue growth.

No Single Approach For Customer Satisfaction
Net promoter score, customer satisfaction surveys, measuring the support experience and in-product feedback are all viable ways to determine if you are on the right path.