Ronald J. Baker 
Measure What Matters to Customers 
Using Key Predictive Indicators (KPIs)

Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company’s profits by working smarter, this is the book for you.

Table of Content

Foreword.

Preface.

Acknowledgments.

About the Author.

1 The Canary in the Coal Mine.

2 The Economy of Mind.

3 The Old Business Equation.

4 The New Business Equation.

5 Pantometrists: Counting for the Sake of Counting.

6 The Gospel of Efficiency.

7 All Learning Starts with Theory.

8 Constructing a Theory.

9 Pantometry versus Theory.

10 Measures that Matter.

11 Developing KPIs for Your Company.

12 Increasing Knowledge Worker Effectiveness.

13 Managing by Results versus Managing by Means.

14 Human Capital, Not Cattle.

15 The Moral Hazards of Measurements.

16 The Dreamers versus the Pantometrists.

Bibliography.

Suggested Reading.

Index.

About the author

RONALD J. BAKER, CPA, is the author of The Firm of the
Future and Pricing on Purpose, both from Wiley, and Professional’s
Guide to Value Pricing, Sixth Edition. He is founder of Vera Sage
Institute, a think tank dedicated to teaching value pricing to
professionals around the world. Baker is a frequent speaker and
consultant to professional service firms on implementing Total
Quality Service and Value Pricing. He has been appointed to the
AICPA’s Group of One Hundred, a think tank of leaders addressing
the future of the CPA profession, and was named to Accounting
Today’s 2001, 2002, 2003, 2004, and 2005 Top 100 Most Influential
People in the profession.