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
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
Where do organizational “white space” problems come from? Our DNA. But we can also use our genetic predisposition to solve them. Chances are you’ve experienced it. When you call a company for help, you get the proverbial runaround. After explaining … Continued