Measuring What Matters: Simple Metrics That Show Real ROI
From Yuki Tanaka’s guide series The Small Business Knowledge Revolution: Turn Customer Questions Into Sales Assets.
This is chapter 6 of the series. See the complete guide for the full picture, or work through the chapters in sequence.
You’ve built your knowledge base, created compelling content, and successfully guided customers toward self-service. Now comes the moment of truth: proving that all this effort actually works. Without proper measurement, your knowledge base remains a leap of faith rather than a strategic business asset. This chapter transforms your knowledge base from an expense item into a demonstrable profit center through simple, powerful metrics that any small business owner can track and understand.