We recently shifted our business strategy to focus on higher-margin enterprise clients, but our weekly Scorecard is still optimized for high-volume transactional accounts. How do we reset our metrics?

Question

Tyler Smith · Accepted Answer

When your business shifts its strategy, your Scorecard must change immediately. If you are moving from high-volume transactional work to high-margin enterprise accounts, but you are still tracking the number of weekly transactions, you are incentivizing the wrong behavior. Your team will focus on hitting the old activity metrics to keep their scorecard green, which will actively undermine your new strategy. To reset your metrics, look at your V/TO and map out the new customer journey. What are the key milestones in this new enterprise sales cycle? You might need to stop tracking outbound calls and start tracking high-value discovery meetings completed. You might need to swap volume metrics for margin metrics. Do not worry about losing historical data continuity. The past is irrelevant if you are running a different play. Use this strategic shift as an opportunity to clean house and rebuild your Scorecard from scratch. Ensure every single number aligns with the new operational reality and that the owners of those numbers fully GWC their new targets.