This time of year many of us managers use numbers when we conduct performance evaluations. Most of us, however, make serious attribution errors, believing business outcomes are due to individual performances. As a result, we use metrics inappropriately and demotivate … Continued
A tale of two Lufthansa managers “So here’s the problem,” the young manager said after looking at his computer screen. “We see the leg from Frankfurt to Denver but we don’t see the leg from St. Petersburg to Frankfurt.” … Continued
Pleasantries lead to trust What do we do when we meet someone new? We engage in small talk. “What’s your name? Where are you from? What do you do for a living?” We probe for something in common to start … Continued
A lesson in customer management from luxury hospitality No is essential in business. Without it, there’s no focus: every idea is a good idea and any deal is a good deal. Despite having limited resources, some companies try to be all things to all people, continually … Continued
Same change, different industry Last week, Totango discussed Customer Retention Cost (CRC) at their annual Customer Success Summit in San Francisco. Their new measure helps SaaS companies compare the costs of battling churn and growing installed base revenue. The metric, … Continued
In the subscription economy, the level of trust companies accumulate with customers is a primary driver of retention and loyalty. But what is trust and what should cloud computing executives be mindful of in their day-to-day operations? This business of … Continued
The SaaS company’s distinctive approach fosters teamwork and high performance Boulder’s SurveyGizmo displays its most important metrics for all to see and uses a collaborative weekly review process to engage all employees in performance improvement. Their methods place them at … Continued
Universal practices instill high performance What makes some companies like Intel, Southwest, and Ritz-Carlton perennial performers? Is their secret charismatic leaders? Good timing? Grand vision? No. High performance isn’t about what organizations do, but how they do it. Customer Success … Continued