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Day: May 25, 2009

Posted on May 25, 2009

Leaving Behind Crutch Metrics to Succeed in CEM

The metrics you are using won't give you the results you want. You are using metrics that don't lead to your goals or are related to your strategy. You are either using efficiency-driven metrics (aiming to get top performance from your operations) when your goals are calling for effectiveness, or you are using old metrics …

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