How to Measure Anything: Finding the Value of Intangibles in Business

This new edition continues to boldly assert that any perception of immeasurability is based on certain popular misconceptions about measurement and measurement methods. It shows the common reasoning for calling something immeasurable, and sets out to correct those ideas. Practical methods for measuring a variety of intangibles are explained including approaches to measuring customer satisfaction, organizational flexibility," technology risk, technology ROI and other business problems. The new edition adds new measurement methods and shows how they can be applied to areas such as risk management and customer satisfaction. All material will be completely revised and updated from the previous editions.