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We have metrics and we measure a lot of things, but the power of celebration is even stronger in an organization in terms of driving culture. You really need to be leading from the front and recognizing that there’s culturalchange that’s happening. The first is, I’m a very big fan of whitepapers.
In my experience, legacy managements too frequently misunderstand recommenders’ role in driving innovation and culturalchange. What metric matters more: engagement or inquiry? Could you ask customers if they want email follow-ups or whitepapers on products or services they’ve expressed behavioral interest in?
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