Nathaniel Baker, Overjet Key Account Executive, drops truth bombs about why DSOs and dental tech companies keep missing the mark: Most DSOs are "organized chaos" that don't have their act together (even the biggest ones), industry partners are pitching products without understanding what success actually means to each stakeholder, and the #1 reason pilots fail isn't the technology - it's that nobody agrees on what winning looks like

Key Revelations:

• Ask a CFO, COO, and Chief Clinical Officer what success looks like - you'll get 3 completely different answers

• Pilots fail because DSOs don't take true ownership - "it's just a pilot, we'll shake hands if it doesn't work"

• KPIs don't stick - DSOs jump from one metric to the next without staying in the fight

• Procurement managers hit with decision fatigue start hiding their "dirty laundry" from vendors

The Alignment Problem in DSO Operations

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"What's the single most important financial KPI for a DSO?"

Ken's answer: Free cash flow. Collections matter, but buyers, banks, and partners all anchor to your EBITDA and ability to generate cash. Look at cash from operations minus capex - if it's positive, you're generating cash. If it's negative, your business is consuming cash and you need to figure out why.

The "Ask Ken" Question:

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Free Cash Flow Analysis

Many business owners focus solely on profit margins, but cash flow tells the real story. A profitable company can still fail if it can't generate enough cash to sustain operations, pay debts, or fund growth initiatives.

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