How to calculate the ROI of Customer Success
Uncovering the Hidden Financial Value of Indirect Benefits
The transcript of a lecture given at the Customer Success Associations "SuccessCon" customer success conference in London 2019, on the difference between direct and indirect benefits and ways to enabale measurement and reporting on the often hidden financial value contained within indirect benefits Introduction I was recently given the opportunity to talk to the [...]
Presenting Financial Performance Information
A discussion about how to present financial information to decision makers and other senior stakeholders in order to help them understand the information and make high quality decisions upon it Reporting on Financial Value Realization It's my belief that business consulting and financial reporting should be a normal part of the core activities of [...]