For many years, companies have used the balanced scorecard (BSC) to measure performance. However, for today’s subscription/SaaS business model, the BSC just doesn’t measure up. In this article for Sandhill.com, Mark Hauser, Managing Partner, and Andrew Loulousis, Manager, present the Subscription Scorecard, an essential new tool that can better measure—and even predict—SaaS/subscription model performance. This “rebalanced” scorecard features Customer Success at the center driving financial value and has Customer Success being driven by innovation velocity and operations quality. Also included are the key metrics that should be tracked within each of these four component areas.
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