Like fitness or dieting, getting started with the Net Promoter System is easy in some ways. Executives are typically optimistic and excited about their fledgling program, riding the high of their early wins. And then something emerges and threatens that momentum. But like maintaining good health, the companies that stay the course learn to anticipate their customers’ needs, allowing them to deepen relationships and deliver bigger financial results in the long term.

That’s what happened at CA Technologies. In this episode, I continue my conversation with Dayton Semerjian. He guided the enterprise software company through a Net Promoter journey that returned it to growth. In this episode, Dayton discusses the challenges he faced while bringing culture change to CA and how he overcame them.