KPI

Base on Balanced score card

The process starts with the objectives in a strategy map

Employee Learning &

Growth

Internal Processes

Members/ Partners

Financial

Develop key competencies in

international and European market

access, fundraising

Achieve operational excellence

Demonstrate Community

Leadership & new partnerships

Increase Members value through customer management

process (acquisition, retention, satisfaction)

Develop label notoriety

Build financial strength

Develop new source of revenues

Working session

Fundraising efficiency

Adopt new technologies that support process

improvement

Foster a member centric culture

Support market access (incl

internationalization)

Improve use of assets (eg database)

Productivity strategy Revenue growth strategy

Return on capital employed

Foster collaborative projects involving

our members

Understand better members

needs and Innovate in our

offers

3

The objectives are translated into a set of key performance

indicators Strategic Priority Definition Measures (KPIs & Target)

Financial F1 • Develop new source of revenues • Ability to diversify our sources of revenues and achieve growth

F2 • Build financial strength • Manage our activities so that we are cash positive

F3 • Fund raising efficiency • Amount of money spends to raise €1

F4 • Improve use of assets (eg database) • Manage our transaction costs and membership database

Members

M1 • Increase Members value through customer management process (acquisition, retention, satisfaction)

• Form relationships with members which allow us to fully understand and address their needs.

M2 • Demonstrate Community Leadership & new partnerships

• Qualify as an innovation intermediary by developing mutually supportive relationships with the local communities in which we conduct business

M3 • Develop label notoriety • Measure the number of people who are aware of the brand overtime

Internal processes

I1 • Innovate in our offers to adapt to our members needs

• Develop a portfolio of offers targeted to members needs

I2 • Achieve operational excellence • Continuously seek ways to improve and simplify processes to achieve our strategic business objectives

I3 • Support market access (incl internationalization)

• Provide superior value to our members s by supporting their participation to international events

I4 • Collaborative projects involving our members

• Support the enrolment of members in collaborative projects

Employee Learning and Growth

E1 • Foster a “customer” centric culture • Create a positive “members” experience all along the relationships

E2 • Develop key competencies in market access, fundraising

• Improve our skills and knowledge by developing people and adapting best practices found from internal or external sources to realise all of our priorities.

E3 • Adopt new technologies that support process improvement

• Develop a set of new tools to improve our operations

Working session

Proposed KPI

M1 • Increase Members value through customer management process (acquisition, retention, satisfaction)

M2 • Demonstrate Community Leadership & new partnerships

M3 • Develop label notoriety

Member’s CRM Member satisfaction surveys Evolution of membership (attrition rate, new

members) Members’ involvement in cluster initiatives

(participation rate in topics team)

Community leadership & new partnerships Number of joint initiatives (contracts Number of joint events held (participation rate)

Label notoriety Survey results (subindicators per groups

(industry, society, public authorities, research) Media monitoring incl. for other initiatives not

just the cluster’s own(webtraffic, followers, likers…)