
188
BALDRIGE AWARD WINNING QUALITY
Marr puts a huge amount of effort into his special media presence has a Klout score of 68,
which is only a about 20 points below the President.
Indicators for Question 3.1.b(2)
• Clear denition of each of the major phases in the lifecycle of a relationship with customers/
prospects
• Identication of the most important requirements for each of the lifecycle phases
• Requirements are identied for both the customer and the applicant’s organization
• Data is collected in process and output/outcome measures that track the level of engagement
or relationship with each account/customer
• Validity of metrics on custome ...