21 min read · September 25, 2026

Strategic Initiative KPIs: Four Measurement Layers, and Why Layer One Can Be Green While the Initiative Fails

An initiative delivered on time, on budget, and in full can still be worthless. Delivery is the one layer that can be perfect while nothing... Read more

Bastin Gerald
Bastin Gerald
September 25, 2026  ·  21 min read
improve-quality-stability
Engineering OKRs
2 min read · July 11, 2023

Improve Quality/Stability

OKRs are considered to be the goal-setting tool that manages the performance of the organizations effectively. While considering the various…

Bastin Gerald Bastin Gerald
Delight Customers
Customer Success OKRs
2 min read · May 8, 2023

Delight Customers

A Customer Support manager’s objective is to “Delight customers”. Building an effective, well defined OKR will not only help you…

Bastin Gerald Bastin Gerald
The Power of Perspective
Perspective
3 min read · May 8, 2023

The Power of Perspective

As iron sharpens iron, so one person can sharpen the skills of another. It’s natural for humans to look at…

Bastin Gerald Bastin Gerald
Pivots
Pivot
3 min read · May 8, 2023

Pivots: Why & When?

Most startups go through a “pivot” stage to find the right target customer, market position, and value proposition for their…

Bastin Gerald Bastin Gerald
Sharp Ration
Finance KPIs
3 min read · May 8, 2023

Sharpe Ratio

In order to be sound in your financial goals, you need to have a great source of knowledge on every…

Bastin Gerald Bastin Gerald
asset-coverage-ratio
Finance KPIs
3 min read · May 7, 2026

Asset Coverage Ratio

This article covers the far-reaching topic of the asset coverage ratio. We’re talking about a risk measurement whose aim is…

Bastin Gerald Bastin Gerald
Build Time
Engineering KPIs
3 min read · May 8, 2023

Build Time

When you work in a company, you will obviously want every process to stay stable and healthy. You will also…

Bastin Gerald Bastin Gerald
average-replies-per-ticket
Customer Support KPIs
3 min read · February 1, 2024

Average replies per ticket

OKRs are goal-setting tools that deliver disciplined execution of goals and ideas. As an organization you should definitely need to…

Bastin Gerald Bastin Gerald
account-summary
Customer Support KPIs
3 min read · February 1, 2024

Account Summary

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent…

Bastin Gerald Bastin Gerald
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