Ashlie Crosby

Transformation isn’t just about hard numbers. While leadership often expects quick financial returns, many of the most impactful benefits—like increased agility, better communication, and improved employee experience—are softer and harder to quantify. To prove true value and guide continuous improvement, shared services teams need to regularly gather user feedback and develop comprehensive metrics that capture both financial and non-financial outcomes.

Gain actionable takeaways:

Implement ongoing user feedback loops to track perceived value and uncover improvement opportunities

Identify and measure soft benefits like agility, collaboration, and employee engagement

Develop balanced scorecards that integrate financial and non-financial metrics

Set realistic expectations with leadership about transformation timelines and value realization

Use data storytelling techniques to communicate a holistic impact to stakeholders