Don’t Confuse Your KPIs with Your CSFs
I spoke with BigCo, Inc. They wanted their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater intra-customer market…
That’s Not a CSF – That’s Just a KPI!
I had a conversation with BigCo., Inc. They want their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater…
The Trust Reader Volume 4
Greetings, and welcome to this month’s ebook, Volume 4 of the TrustReader. The TrustReader series announces the publication of new articles on the Trusted Advisor website. This month, we delve…
Metrics: Overmeasuring Our Way to Management
Contrary to the popular saying the ability to manage is not dependent on the ability to measure. There can be a such thing as too much measurement.
Are You a Trusted Twitterer?
An interesting new Twitter assessment tool provides some interesting lessons about measuring trust
Meeting Your Customers’ Value Metrics
A self-confession: it's hard to fix my own inadequate approach to having value conversations with clients.
The Perils of Measuring Trust
It's very easy to use survey data about trust to draw conclusions; and, they can be dead wrong.
Managing Trust Metrics
Measuring trust isn't like measuring other things; and managing it is even more different.
Day Trader Management
The practice of management is being distorted by over-reliance on massive doses of measurement in lieu of relationships.
Success – and Measuring Success
In most walks of life, we know the difference between measures and the things they measure. But in business, we confuse profits with success itself. Not right.