Evaluate likely second-order effects of a performance target before approving it.
SYSTEMS WALK Customer success leaders want every account manager to complete 12 quarterly business reviews per month. The goal is better retention. What should you check before approving the target? Check what behavior the target will reward and what it may crowd out. Strong. The target may increase meetings while reducing preparation quality, follow-through, or attention to at-risk customers. Approve the target because more customer contact is always useful. Too broad. More contact can be useful, but systems respond to the precise metric, not the intent behind it. Reject all activity metrics. Too rigid. Activity metrics can work when paired…
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