Validation involves demonstrating how customer initiatives are impactful on other authoritative sources of information that drive companies’ business success. Characteristics of world-class validation include:
- Financial linkage is actively understood and used in account planning and decision-making, such as forecast refinements.
- Integrated metrics (customer/operational/financial/quality/employee) are actively managed as indicators of overall business health.
- Clear employee-related goals are linked with customer/partner-related goals, which are aligned with strategic goals.
- Feedback is customized by area and included in incentive compensation plans.