Rick Conlow

AUGUST 21, 2023

For example, one of our clients wanted to increase sales results with existing customers. Through planning meetings, training, and coaching we ramped up the initiative. Management set a fifteen percent goal for improvement. We thought they could do more. So, we implemented a recognition program for customer reps and management.

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. Meet regularly to review common customer issues and build fixes into your product roadmap. What to do. What not to do. Your goal is success. What to do.

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). There were rules.

How To 41

How To Retail Productivity Sales 41

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