Harvard Business Review

SEPTEMBER 10, 2012

When forced to present familiar metrics for truly out-of-the-box "beginning" ideas, work teams develop what our friend Jay Paap calls "Imaginary Numbers." As for decision-making there is one simple rule in pursuit of breakthroughs: "The higher the goal the higher the role."

Process 15

Process Innovation Stage-Gate Net Present Value 15

Strategy Driven

SEPTEMBER 9, 2011

Many conventional metrics we use to estimate value are based on faulty assumptions. Net present value [NPV] is a case in point. Tools for each challenge are presented, backed by examples from companies – from small firms to global giants – that have successfully put these methods into practice.

Innovation 50

Innovation NPV Business Model Constraint 50

Harvard Business Review

DECEMBER 28, 2016

Big, strategic goals evolve into score improvements and incrementalism instead of gleaning useful insights that allow change with confidence. They have “soft” metrics rather than real business goals. Lack of momentum and sluggishness spell doom to a CX program, and leadership must propel the program.

Attrition 10

Attrition Metrics Net Present Value KPI 10