Techniques For Measuring IT's Effectiveness
	Missed Opportunities
	Client Impact
	Self-Help
	Staff Mix
	Tied To Profit
	Perception Counts
	Development Speed
	Dropouts
	Sales Engine
	Innovation
	No Train, No Gain
	The Ultimate Test

Failed customer interactions, and those at risk of failure, represent a key opportunity for companies to improve the processes that matter most. American Power Conversion takes note every time a customer interaction doesn't hit the mark--say, when a product doesn't ship on time. APC considers that information even more valuable than its CRM success rate. The company has created an alert system to notify the appropriate employees when a customer engagement is at risk of failing, giving APC a chance to take corrective action and minimize those failures. Mark Nadeau, director of CRM, explains that APC's culture is geared toward avoiding failure because its business is selling uninterruptible power supplies. Uninterruptible customer satisfaction--that's a business every company should be in.