DrupalCon Latin America 2015: What to measure and why to obtain the best customer satisfaction

This talk, presented by akucharski, focuses on understanding the importance of measurement in enhancing financial performance and client satisfaction. The speaker explores various metrics used to evaluate project progress, support SLAs, developer and team performance, as well as overall company effectiveness. Key topics include measuring efficiency, response time, resolution rates, costs, productivity, and both employee and customer satisfaction. Throughout the session, participants gain insights into the valuable measures that can drive improvement in their organizations.