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Find the Right Metrics for Your Sales Team

Harvard Business

As a consequence, managers don’t have a clear sense of what is really driving sales in their business, while salespeople, who are inundated with dozens of metrics, get lost in the day-to-day noise. The challenge, of course, is to decide on the right metrics. Wins are the most common metric used across sales roles and industries.

Metrics 124
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When Leaders Torture Their Employees

Markovitz Consulting

In a misguided attempt to improve quality, the management posts monthly scores on a variety of metrics. without understanding anything about effective use of metrics. Don’t waste management’s or associates’ time with pointless exercises that doesn’t help anyone to improve. Pity the employees at a Starbucks in midtown NYC.

Metrics 182
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Call Length Is the Worst Way to Measure Customer Service

Harvard Business

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. It’s not surprising that the metric figures prominently on a service rep’s scorecard. Why is average handle time such a bad metric for service? AHT is a culture killer.

Metrics 124
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The Art of Discovery: How Your Clients’ Prompts Reveal Hidden Needs

Chad Barr

“Help me develop a framework to assess [specific business challenge] by identifying key variables, potential metrics, and critical success factors. “Create a diagnostic tool for assessing [specific business function/process], including key questions, metrics, and warning signs to look for.

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What Most Companies Miss About Customer Lifetime Value

Harvard Business

” By imposing economic discipline , ruthlessly prioritizing segmentation, retention, and monetization, the metric assures future customer profitability is top of mind. Consequently, serious customer lifetime value metrics should measure how effectively innovation investment increases customer health and wealth.

Company 134
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Why Email Is So Stressful, Even Though It’s Not Actually That Time-Consuming

Harvard Business

During a recent time tracking exercise, I discovered I’m actually at the low end of the spectrum, spending about 1.35 But analyzing the emails I received taught me an important lesson about why it’s essential to exercise stringent judgment: each “yes” leads to a cascade of (typically unforeseen) work.

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Your Mobile Strategy Can’t Just Be About Phones

Harvard Business

To get there, companies should take the time to level-set their efforts with three strategic exercises: Reexamine your goals and strategy. Make sure to use the right metrics when measuring success and identifying areas for growth. Look for evidence of mobile impacting web or in-store sales — that is a metric that counts.

Strategy 111