CED Member Update: Klever Launches Open Customer Metrics Framework to Create a Standard Measurement Framework

Klever revealed a new industry-standard framework for customer support, created with an influential group of collaborators. The transformative work published in this framework will continue through OCMFGroup.Org, also launched today.

Durham, North Carolina, March 22, 2016 – Looking to create a standard measurement framework for leaders in customer support, Klever today launched the Open Customer Metrics Framework, an initiative to share its research on a modern set of balanced measures that works. The framework was published in the paper, “Open Customer Metrics Framework: Time for Guiding, Not Grading.”

“When leaders listen to their customers, employees and the business, and apply what they learn, they provide lasting value to all,” says Phil Verghis, founder and CEO of Klever. “Unfortunately, leaders of customer support organizations do not have a standard framework for reporting on what they measure. If anything, they measure too much, and much of what they measure isn’t actionable.”

Klever is releasing the Open Customer Metrics Framework as open source content through the OCMF Group, aiming to encourage industry-wide collaboration around best practices for measures for customer support. “We want to share what we know and collaborate with anyone interested in improving outcomes for the customer, the employees and the business, “says Verghis. “We believe that it’s time for customer support to move from a culture of control and compliance to one of listening and learning.”

Executives from CA, Hewlett Packard Enterprise, JPC Group, Pitney Bowes, and Red Hat are among the companies that co-developed the OCMF standard with Klever, along with leading industry association executives from ASP, HDI, TSANet, and TSIA.

Support from the Industry

“The Open Customer Metrics Framework has initiated an important industry-wide conversation on the five key performance indicators in our business: Customers, Employees, Business, Knowledge/ Collaboration, and Acceleration. Being on the ground-floor of this effort ensures Hewlett Packard Enterprise is at the forefront of driving customer and business excellence.”

Mark Arnold, Senior Director, Strategy & Operations, Hewlett Packard Enterprise

“I am delighted to be part of something as important and breakthrough as the Open Customer Metrics Framework, setting the standard in the industry. As a Service Leader, having outcome-based industry metrics that focuses on customers, employees and business is the right balance for success in todays’ challenging business environment and in delivering the value our customers expect.”

Karen Lim, Vice President, Global Client Advocacy, Pitney Bowes Support from Associations

“The Association of Support Professionals (ASP) applauds efforts to develop usable standards that apply to our members’ work. We were invited and chose to work with this standards group. Too often organizations try to measure almost everything instead of what they really should be evaluating, both internally and externally. This group has worked hard to focus on the really important things that should be measured, and explains how the standards should be best used. Such intelligent efforts are rare and should be welcomed by all practitioners.”

Al Hahn, Executive Director, Association of Support Professionals Mary Schmidt, Director of Research, Association of Support Professionals

“Having the right metrics for your business is a challenge every organization faces. There are so many metrics to choose from and each has a different purpose and value. The Open Customer Metrics Framework is an effort to leverage the experiences of leaders within the community to provide guidance for the community. I am encouraged by the initial progress made and look forward to the evolution of the framework as more community members provide input to further this mission.”

Rick Joslin, Executive Director of Certification & Training, HDI

“Open standards help increase adoption and bring innovation through the collective wisdom of the community. The Open Customer Metrics Framework will benefit both the industry and our members by a providing a standard set of metrics everyone can agree on and use.”

Paul Esch, Director of Strategy & Development, TSANet

“TSIA is participating in the Open Customer Metrics Framework because our members struggle with which metrics to focus on and how to move executive conversations beyond tactical measures. They are looking for an industry-standard dashboard to guide and inform their business transformations.”

John Ragsdale, VP Technology and Social Research, TSIA Judith Platz, VP Research, Customer Success & Support, TSIA

About Klever

Founded in March 2013, Klever provides software and services to empower Customer Support. Klever is an early-stage company and is headquartered in Durham, NC.