Reichheld wrote, "what gets measured 'creates' accountability. With no standard, reliable metric for customer relationships, employees cannot be held accountable for them and so overlook their importance" (2006, p. 17). Instead of measuring the quality of our customer relationships, all we can measure is time and expense, which are inadequate descriptors. So while we can resolve to devote a particular amount of time to an activity there is no way to ensure that the time is well-spent.

from Business:Productivity Articles from EzineArticles.com http://ift.tt/2hStxOX October 06, 2017 at 01:14PM
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