Your customer support is there to maintain high satisfaction index of customers by solving their issues and assisting them in post sales process. A satisfied customer important because a satisfied customer retain, upsell and cross sell. So don’t you think revenue from retention, upsell and cross sell should be an ultimate KPI of your customer support function?
No matter in what business you are , your finance department is responsible for optimizing cost and make use of extra money in some profitable investment. So don’t you think increase in profitability from cost optimization and revenue from financial investments should be an ultimate KPI of your finance department?
The two functions discussed above are conventionally considered to be not related to revenue of any business. But the reality is that every function that exist in your organization should be clearly and work-ably linked with revenue. Organizations usually put in the burden of revenues on sales team while others are just penalized or awarded on non business and non financial KPIs.
Having all your business functions linked with revenue have some advantages. Firstly, this is one of the best way to keep your work force productive and to keep their efforts and strategies complementary towards overall revenue. Secondly, it makes easy for you to handle growth and improvisation of your human resources and functions as they grow with overall financial growth of a company. Third, this approach makes every single individual and function responsible for contributing in overall revenue of a company, which is the key for survival and success in intense competition. You can expect alot of creativity, ideas and executions from every part of your organization aiming to contribute in the overall revenue.
We need to understand that fact that every individual and function that exist in the company is to assure excellent, committed and expected products/service to customers. Since customer means money, so every individual and function should be accountable on their part for the overall revenue contribution, one way or other. Keeping non business functions away from revenue KPIs is like giving birth to non-productive and dull segments of people in your company.