Design a Balanced Incentive Scorecard
Build an incentive scorecard with financial, customer, process, and capability measures.
Customer Success has a bonus plan tied 100 percent to gross retention. Renewals look fine, but expansion pipeline, onboarding quality, and playbook adoption are slipping. Balanced scorecard: translate strategy into a small set of financial, customer, process, and capability measures. The trap is paying one clean financial measure and assuming it represents the whole strategy. Teams then protect the paid number while neglecting the conditions that make the number durable. Name the strategy The team must retain customers, create expansion readiness, and improve onboarding consistency. Scorecards start with strategy. Metrics without strategy become decoration. Choose the result metric Gross retention…
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