Such as the value of the loyal customer

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Deming believed that "the most important figures, such as the value of the loyal customer, are unknown and unknowable" (Evans and Lindsay, 2020, p.598). He suggest that the advancements in information technology have made these intangible metrics measurable. If you can think of intangible metrics, what are they and how useful are they as a KPI to help drive the strategic goals of an organization?

Reference no: EM133617898

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