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

They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. They reached out to us because we wrote a book describing how these performance outcomes would be improved with an operating model that increases motivation.). The retail organization wanted to see how this applied to its stores.

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

Harvard Business

AUGUST 1, 2017

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. 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