Metrics, metrics, metrics. They’re on everyone’s mind and they’re essential to maintaining executive level support. We’re all too happy to connect our customers with one another when there is a best practice to be shared regarding one area of the maturity model or another. When it comes to metrics, Abby Atkinson, Senior Director of Infor’s Ambassador Reference Program, has done a pretty darned good job of identifying and capturing the right data, then consistently reporting on and promoting her program’s progress. She’s really dialed into what her exec team needs, and she demonstrates that reference management is a discipline, a profession. That has earned her their confidence.

Abby also acts as the current chairperson of the Customer Reference Forum’s Metrics SIG (special interest group).

Darren Smith, asked Abby to relate her story regarding how she got where she is today, what it takes to produce monthly metrics, and how to adapt measurement to a changing environment. There’s something here for all reference managers, regardless of your program’s stage of evolution. This is part 1 of 3 from the interview with Abby.

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