Manage What Matters

Great experiences lead to great finances. So why do we measure the latter and ignore the former?

“Why do companies fail?

The purpose of business is to create a customer.

With the incredible power that these ERP systems brought to bear, and the analytics they unleashed, everyone increasingly focused on those outputs. This was the system of record. This is what we focus on. What occurs in the system is what matters. What occurs outside of it… well, it isn’t measured, and increasingly, it didn’t exist. The perverse side-effect was that organizations began to focus more and more on the flow of dollars, and the distinction between customers and profits in many businesses began to blur.

Written by

Co-host @exponentFM, Co-author @MeasureYourLife, Fellow @ClayChristensen's thinktank, writer @HarvardBiz

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