Covid-19 fundamentally changed not only how we work, but also how we measure business performance. Today’s cautious business owners are operating with a “slow and steady” mindset rather than “fast and ...

You built your SaaS product and found market fit. You track MRR and customer retention closely. However, founders often ...

Imagine you're in a departmental meeting, and a person from your customer success department is speaking about "NRR," "NPR," "CHS," "churn" — and you stopped listening five minutes ago after ...

How should a leader evaluate whether the model they adopted is optimal for their company’s needs — or whether those needs require refinement? From my experience helping 21 organizations transition to ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...

Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company. Delivering a great customer experience (CX) is ...

With 74% of U.S. companies transitioning to a permanent hybrid work model, leaders are turning their attention to measuring the success of their hybrid work model. That’s because there’s a single ...

At a town hall meeting Feb. 24, senior leaders provided an overview of planning, progress, metrics and next steps for UAB’s SUCCESS Initiative. A video of the meeting is now available. SUCCESS — which ...