There is a lot of talk about metrics, measurements, and KPIs in the world of Customer Success. Peter Drucker’s statement that, “What gets measured gets improved” continues to show up in presentations and blogs, on a variety of topics from CS ROI, to Health Scores, and Voice of the Customer. Although there is a ton […]
Read More Puzzled about Customer Success Metrics?There are a lot of different approaches to Customer Success compensation and although there may not be one perfect plan, my experience is that a variable plan with a bonus will provide the best results. But before I dive into why I think this is the case, let’s review take a quick look at compensation […]
Read More Paying for Results…THE BIG DEAL: Everyone loves the excitement of the “The Big Deal”. Aaron Rodgers 5 year $165M contract makes a great headline. And as much as any particular deal can be debated (and often are) multiyear contracts in sports make sense. The question is: Do Multiyear contracts, or even annual ones, make sense in the world […]
Read More Are Multi-year Contracts Bad Business?
