The following research studies have been conducted by the Forum for People Performance Management and Measurement.
Researchers interested in conducting studies on behalf of the Forum, may submit proposals to the Forum Academic Director. Click here for details.
Employee Life Time Value: The Critical Companion To Customer Life Time Value
The white paper Employee Lifetime Value: The Critical Companion to Customer Lifetime Value distills a portion of a comprehensive 45-page research report on the topic, Employee Lifetime Value: Measuring the Long-Term Financial Contribution of Employees, produced by the Forum for People Performance Management and Measurement and the Performance Improvement Council of the Incentive Marketing Association. Among other valuable insights, the white paper explains how to view ELTV through a CLTV lens via seven key constructs. Using CLTV as a guide to better understand and assess ELTV, business managers and HR personnel can glean ever deeper insights into the one true factor that determines ultimate organizational success: people.
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Click here to review a condensed white paper version of this study. |
The Economics of Humanity in Business
Businesses are in the midst of a dramatic transformation generating new and significantly different operating principles from previous decades. People are now, more than ever, the source of competitive advantage. While technology has long been considered the primary driver of these changes, another major cause is one that could be considered the opposite of technology: people.
This white paper is a summary of a 45-page report entitled Pulling Together: The Increased Role and Impact of People in Organizations by Frank Mulhern, co-founder of the Forum for People Performance Management and Measurement, and Professor of Integrated Marketing Communications and Associate Dean for Research at the Medill School, Northwestern University. Based on a review of academic research, business statistics, demographic changes, information on societal and technological trends, and historical analysis, Mulhern’s comprehensive reports suggests that People Performance Management is a pillar in the today’s “pull” economy. .
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Click here to review a condensed white paper version of this study. |
Testing the Internal Marketing Model: An Empirical Analysis of the Relationship between Employee Attitudes, Customer Attitudes and Customer Spending
Customers spend more when they feel that employees are trying to employees feel they are satisfying them. Testing the Internal Marketing Model: An Empirical Analysis of the Relationship between Employee Attitudes, Customer Attitudes and Customer Spending revealed that employee effort and customer behaviors are intrinsically linked to financial outcomes. Researchers utilized three steps of the Internal Marketing Model (IMM) to measure the link between four psychological drivers of employee behavior and four metrics of customer behavior. The study revealed, among other things, that a 10% increase in one key driver, the extent to which employees try to satisfy customers, translates into a 22% increase in customer spending.
Making the Case for Sales Incentives to the Tune of 10 Percent ROI
This white paper delves into the mechanics of sales incentive programs, providing managers with useful information to design successful sales initiatives at their own companies and providing their corporate decision makers with hard evidence.
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Click here to review a condensed white paper version of this study. |
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Click here to read the complete study. |
Awards Selection: Guidelines for Implementation
This study addresses the role of cash and noncash reward systems in corporations to provide a better means of determining when to use which type of award system.
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Click here to review a condensed white paper version of this study. |
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Click here to read the complete study. |
Internal Marketing Best Practices
This study analyzed attempts by a dozen diverse companies to integrate their external and internal marketing practices.
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Click here to review a condensed white paper version of this study. |
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Click here to read the complete study. |
Determinants of Employee Satisfaction and Engagement
This study, a follow up by Prof. James Oakley, identified key internal levers that affect employee satisfaction and, more importantly, the level of engagement.
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Click here to review a condensed white paper version of this study. |
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Click here to read the complete study. |
Employee Engagement, Customer Satisfaction and Profitability
This study, by Prof. James Oakley of Ohio State University, found a clear link between employee engagement and customer satisfaction, and customer satisfaction and profitability.
The Challenges of Integrated External and Internal Marketing
This study, conducted by Frank Mulhern on behalf of the Promotion Marketing Association with the support of the Forum, identified key challenges facing organizations attempting to fully integrate external and internal marketing.
Human Resources and Marketing: A Missing Link?
This study, conducted by Prof. Frank Mulhern and Patricia Whalen of Northwestern University, identified a significant gap between the view of human resources and employees on the role of employees on delivering customer satisfaction, but found that companies with a close link between human resources and marketing outperform companies that don't.
