Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)

RONALD J. BAKER, CPA, is the author of The Firm of the Future and Pricing on Purpose, both from Wiley, and Professional's Guide to Value Pricing, Sixth Edition. He is founder of VeraSage Institute, a think tank dedicated to teaching value pricing to professionals around the world. Baker is a frequent speaker and consultant to professional service firms on implementing Total Quality Service and Value Pricing. He has been appointed to the AICPA's Group of One Hundred, a think tank of leaders addressing the future of the CPA profession, and was named to Accounting Today's 2001, 2002, 2003, 2004, and 2005 Top 100 Most Influential People in the profession.