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FAQ

Metrics

Operations

Scaling Customer Service as Your Startup Grows

Harvard Business Review

SEPTEMBER 11, 2017

Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.

Metrics

Metrics Engineering Efficiency Learning-by-Doing

Build a ‘Quick and Nimble’ Culture

Harvard Business Review

JANUARY 7, 2014

As human beings, we like to operate in small tribes. I’ve come to admire the CEOs who can come up with three or fewer metrics for how they measure company performance. One cultural tool you describe in the book is bosses who provide a “user manual” to their quirks—sort of an FAQ to how to deal with them.

CEO

CEO FAQ Restructuring Performance Review

Scaling Customer Service as Your Startup Grows

Build a ‘Quick and Nimble’ Culture

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