Learning from direct sales and support for KM

I found some nice ideas on success measures on Smart Metrics to Measure Success. Most of the quoted measures seem to be based on a quite sophisticated CMS and a direct sales environment but they could still be valuable to KM.

One is called the "Freshness Factor",a measure of information provided to information actually sought after. Could be interesting in a time where information providers internal as well external to oganisations simply fill pages with information without really looking at the target group's interest in that specific information.

The other "Time to Resolution" is basically a way to measure the efficiency of internal or external service level agreements, something that should never be left out.