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Value Stream Management
11 min read · May 18, 2026

Value Realisation Management: The Framework That Connects Strategy to Delivery

Value realisation management is the discipline of tracking whether strategic investments actually deliver the business outcomes they were funded to achieve. It closes the gap... Read more

Bastin Gerald
Bastin Gerald
May 18, 2026  ·  11 min read
Maximizing-Webinar-ROI
KPIs Library
5 min read · June 2, 2023

Maximizing Webinar ROI: Tips and Strategies

Webinars provide an excellent way to reach, educate and engage your target audience. They enhance your ability to generate more…

Bastin Gerald Bastin Gerald
Measuring-the-Impact
KPIs Library
6 min read · June 2, 2023

Measuring the Impact of Positive Mentions on Social Media: A customer success KPI

Introduction: In today’s digitally entangled world, social media has become a powerful platform for individuals and businesses to engage with…

Bastin Gerald Bastin Gerald
mastering-the-art-of-handling-escalated-calls
KPIs Library
5 min read · June 2, 2023

Mastering the Art of Handling Escalated Calls: An Important Customer Success KPI

Introduction In customer success, escalated calls are not merely challenges but rather opportunities to strengthen relationships and deliver exceptional experiences.…

Bastin Gerald Bastin Gerald
insights-into-an-average-tickets
KPIs Library
4 min read · June 2, 2023

Insights Into an Average Tickets Per Customer KPI

Introduction Understanding customer behavior and preferences is paramount in the ever-evolving world of customer-centric businesses. The average number of tickets…

Bastin Gerald Bastin Gerald
navigating-decision
Behavioral Economics
7 min read · June 2, 2023

What is Decision-Making? Why is it Important for Business Success?

TL;DR Decision-making in business is the process of choosing the best course of action to achieve organizational goals across operations,…

Bastin Gerald Bastin Gerald
customer-retention
KPIs Library
2 min read · June 2, 2023

Customer Retention and Satisfaction with Webinars

In the current business world, the customer is king. Many companies lose millions of potential revenues due to customer churn.…

Bastin Gerald Bastin Gerald
4-Real-World-Examples-of-Change-Strategy
Change Management
8 min read · May 26, 2023

4 Real-World Examples of Change Strategy

What do all successful companies and organizations have in common? The ability to develop and pivot their strategies for significant…

Bastin Gerald Bastin Gerald
customer_effort_score
KPIs Library
5 min read · May 26, 2023

Customer Effort Score: Measure, Calculate and Enhance Customer Experience

Introduction Delivering exceptional customer experiences can help you attain paramount success. One effective metric that helps organizations gauge the ease…

Bastin Gerald Bastin Gerald
Webinar Metrics
KPIs Library
6 min read · May 26, 2023

Webinar Metrics for Engagement and Interaction

Webinars are excellent and budget-friendly tools to drive business growth through lead generation. In fact, about 73% of sales and…

Bastin Gerald Bastin Gerald
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