Are you measuring your organization's success by the right set of customer metrics? Unless you know their impact on achieving your main objectives, you may be incenting the wrong actions. wasting money and time, and allowing your competitors to take your best customers. Let me show you what I mean, using baseball as an example. If I were to ask you to name a batting statistic, the odds are you’d say batting average. No surprise; when batters come to the plate, their batting a