CHAPTER 4

Performance Metrics: Measure Twice, Pay Once

I WAS ON A RIDE along with a sales rep from a company that makes injected molded plastic closures for containers. While that may sound like engineering language, think of the little red lids on your favorite spice jars with those handy doors that open and dispense just the right amount of oregano. Richard, my host for the day, covered the New York metro area, and our rounds would take us from New Jersey to Manhattan and Brooklyn. Because it was a geographic territory, we covered a variety of account sizes and types rather than a specific tier or segment.

Our first appointment was in New Jersey with one of the largest chemical manufacturing companies in the world. We navigated along the rolling ...

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