Experience to Lead

MAY 30, 2023

For managers, leadership isn’t one-size-fits-all. Each individual must take their own unique mixture of real-world experience and personal talents to forge their own leadership style. Unfortunately, this can be an overwhelming process for new managers to undertake without support.

Middle Management 52

Middle Management Training Management Leadership 52

Harvard Business Review

SEPTEMBER 11, 2017

Set up a simple workflow to manage customer requests. Don’t obsess over metrics like inquiry volume or time to close tickets. This won’t be a “Chief Customer Officer” or a “Customer Success Manager.” What to do. What not to do. Don’t optimize for efficiency. Your goal is success.

Metrics 14

Metrics Engineering Efficiency Learning-by-Doing 14

Harvard Business Review

JANUARY 7, 2014

A lot of managers just let culture happen — it becomes the sum of the personalities, good and bad, that work in an organization. Managers do focus on results, but I think culture drives results. I’ve come to admire the CEOs who can come up with three or fewer metrics for how they measure company performance.

CEO 12

CEO FAQ Restructuring Performance Review 12