Harvard Business Review

SEPTEMBER 10, 2012

It tends to be short-term, uses familiar (traditional) metrics and development systems like Stage Gate. Because consensus and familiar metrics are death to breakthrough. Breakthrough metrics and decision-making must be applied in totally opposite ways. So let's talk about incremental. The risks-rewards are relatively low.

Process 15

Process Innovation Stage-Gate Net Present Value 15

Harvard Business Review

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Big, strategic goals evolve into score improvements and incrementalism instead of gleaning useful insights that allow change with confidence. So where does it all go wrong?

Attrition 10

Attrition Metrics Net Present Value KPI 10

Strategy Driven

SEPTEMBER 9, 2011

Many people do not typically think of metrics and accounting as roadblocks to innovation, yet you call these out as potential problem areas. Many conventional metrics we use to estimate value are based on faulty assumptions. Net present value [NPV] is a case in point.

Innovation 50

Innovation NPV Business Model Constraint 50