Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships

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John Wiley & Sons, Feb 14, 2011 - Business & Economics - 272 pages
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In an online and social media world, measurement is the key to success

If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results.

Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.

  • Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around
  • Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences
  • Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate

Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.


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29 Printer Name Courier Westford Westford
Foreword Larissa A Grunig and James E Grunig xiv
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
How to Use Numbers to Get Closer to Your
Chapter 9
Chapter 10
Chapter 11
Chapter 12
Chapter 13
Chapter 14
Whither Measurement? 219
Measurement Resources 230

Chapter 7
Chapter 8

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About the author (2011)

KATIE DELAHAYE PAINE is the publisher of KDPaine's Measurement Blog and The Measurement Standard, the first blog and newsletter for marketing professionals dedicated entirely to measurement and accountability. For the past two decades, she has been a measurement consultant to some of the world's most admired companies, including SAS, Raytheon, and Cisco.

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