Metrics for KM and CM
Knowledge management and content management projects require metrics—measurable targets and success criteria—to justify investments, set clear goals, and demonstrate ROI in environments of tight budgets. The article categorizes metrics into implementation measures (system usage, information quality, staff efficiency), customer service metrics (sales, satisfaction, support requests), and cultural metrics (morale, learning), while warning that poorly chosen metrics can distract from real goals or encourage undesirable behavior. Success requires establishing baselines before implementation, automating data collection where possible, using control groups to isolate project effects from other organizational changes, and periodically reassessing whether metrics still align with evolving business objectives.