Metrics in credit and collection departments: what are the right ones and how do you implement?

Over the last several years, companies have had to evolve from functional to process organizations, driven by the realization that the business must be viewed and assessed holistically--as one being--to gain new efficiencies, further drive down costs and drive growth upward. Changing one part of the organization may inadvertently manifest changes in others, so in order to make positive and appropriate change, companies have to look across the organization to see how a proposed change will affect other functions and departments. Credit and collection departments must, today, measure the full customer-to-cash process, from establishing the customer relationship all the way ...