Summary
Reporting on the effectiveness of shared services within marketing requires an expanded set of metrics. The complete view of a shared services teams’ success measures efficiency, effectiveness, and stakeholder feedback. A combination of quantitative metrics and qualitative detail provide the best insight into whether a shared services team is fulfilling its goals. In this report, we introduce and describe three components of a measurement approach that verifies the value of shared services in a day-to-day context and identifies necessary adjustments to make them better.
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