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Success KPIs from the Customer Perspective

A colleague recently shared the following article on important Customer Success KPIs: http://customer-success.getamity.com/h/i/265871823-what-customer-success-manager-kpis-are-important-and-why Customer satisfaction, Net Promoter Score (NPS), adoption, usage, renewal rate, expansion and churn are good activity and employer outcome measures, but misses the mark on tracking and measuring the true customer outcome.  We are so caught up on measuring OUR performance that […]

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Your Core Values?

Either as a leader or individual, we all make choices that impact our lives, our families, our businesses. We typically make decisions based on core values we live and breathe every day. Do you consciously know what your core values are that drive your decision making process? Think about setting core values for you and/or […]

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Unwritten Rules

When a leader you respect is about ready to lay it on you, but instead counts to 10, you know you just had a “coaching moment”. The other day I passed up the “where is the list of expenses that are approvable, then those that are not”? And well the answer was “there will never […]