Rick Conlow

AUGUST 21, 2023

Culturally engrained employee recognition and appreciation matters in today’s workplace. For example, one of our clients wanted to increase sales results with existing customers. Management set a fifteen percent goal for improvement. When executed well it elevates engagement and retention. We thought they could do more.

Training 69

Training Training Culture Leadership 69

Harvard Business

SEPTEMBER 11, 2017

Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first SaaS organization. Don’t obsess over metrics like inquiry volume or time to close tickets. What not to do. Don’t optimize for efficiency. Your goal is success.

Metrics 49

Metrics Engineering Efficiency Operations 49

Harvard Business

AUGUST 30, 2018

Productivity (revenue divided by expense) increased by 20% year over year (far more than the 9% increase in revenue that the control group stores averaged); customer satisfaction increased by 11% (the control group saw it decrease by 4%); and sales increased by 8% (the control group saw only a 2% increase).

How To 41

How To Retail Productivity Sales 41

Harvard Business

OCTOBER 23, 2017

This data can then feed into a predictive model, helping us know with precision the actions that are going to accelerate adoption of a new practice, process, or behavior by a given employee group. Developing these sorts of metrics will not be quick or easy. Establishing reliable data sets with which to work takes time.

Change Management 28

Change Management Data Company Management 28

Harvard Business

AUGUST 1, 2017

In my experience, legacy managements too frequently misunderstand recommenders’ role in driving innovation and cultural change. They treat recommendation engines more as e-commerce sales and marketing gimmicks — another feature to add to the site — than as crucial investments in virtuous cycle platforms.

Engineering 28

Engineering Company Data Enterprise 28