Harvard Business

AUGUST 30, 2018

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. To show how it works, we’ll walk you through an example. For example, in one store, a challenge was how to get more walk-in customers. Shana Novak/Getty Images.

How To 39

How To Retail Productivity Sales 39

Rick Conlow

AUGUST 21, 2023

For example, one of our clients wanted to increase sales results with existing customers. Management set a fifteen percent goal for improvement. Performance-Based Bonuses: Companies can implement performance-based bonus programs tied to specific targets or metrics. 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. Here’s how I’d recommend shifting your thinking about customer success as you grow: Founding Stage (0–5 employees). What to do.

Metrics 48

Metrics Engineering Efficiency Operations 48

Harvard Business

OCTOBER 23, 2017

Organizations often seem obsessed by measuring fractional shifts in operational performance, capturing data on sales, inventory turns, and manufacturing efficiency. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects.

Change Management 28

Change Management Data Company Management 28

Harvard Business

AUGUST 1, 2017

Recommendation engines (or recommenders ) force organizations to fundamentally rethink how to get greater value from their data while creating greater value for their customers. Recommendations are seen as a technique to sell more online, instead of a renewable resource for relentlessly improving customer insight and their own.

Engineering 28

Engineering Company Data Enterprise 28