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As an industry we are really very good at understanding the internal metrics that lead to a well-run business and thus profitability.  But what about the customer and their metrics…what are the metrics for measuring our performance against the expectations of the customer?

Look back on the big sales you recently lost.  Do you know why? That big account that slipped away last year, did anyone in your organisation pick up on the signs of your vulnerability?

When we were purely selling product the idea of alignment was simple. The customer needs the product; we want to sell them...

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