An ROI effort measures a single, numerical business metric, such as sales revenue or customer satisfaction; considers its financial impact; and identifies potential improvements. However, with so many ROI theories and tools out there, selecting the best method to measure ROI is difficult. This case study defines the basic steps used to evaluate the usefulness of training help desk technicians at a medical equipment supplier.
Step 1: Agree on an ROI strategy and the goals of the initiative. Reco