N2Growth Blog

OCTOBER 26, 2023

It’s the board’s prerogative to chart a strategic course, oversee the operational ambit, and instill a culture of accountability—morphing it into a cornerstone of organizational governance. It orchestrates the operational rhythm, supervises decision-making, and enforces accountability across the hierarchy.

Succession 410

Succession Ethics Diversity Objective 410

Harvard Business Review

JANUARY 7, 2014

Since 2009, Adam Bryant has interviewed hundreds of CEOs for the “Corner Office” feature in The New York Times. This month he’s publishing his second book based on the interviews: “Quick and Nimble: Lessons from Leading CEOs on How to Create a Culture of Innovation.” As one CEO put it to me, “Silos are what topple great companies.”

CEO 12

CEO FAQ Restructuring Performance Review 12

Harvard Business Review

SEPTEMBER 11, 2017

HubSpot’s CEO, Brian Halligan, defines a scale-up as “Pouring resources in fast and getting a big return on them without the wheels coming off the bus.” Consider hiring a “customer operations” person to focus on automation full-time. At this stage, you too will spend lots of time talking about operations.

Metrics 14

Metrics Engineering Efficiency Learning-by-Doing 14

Harvard Business Review

JULY 19, 2013

FAQs are great, but customers still need to talk to your people. Open the person-to-person channel, and monitor it: Measure the call center''s queue length, answering speed, and abandoned-call proportion, as well as customers'' rate of zeroing out (hitting "0" repetitively to get an operator).

Airlines 8

Airlines Hotels Loyalty Call Center 8