Do You Have a Customer Playbook?

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Playbooks are everywhere today.  I can’t imagine that there are any professional sports teams out there that do not have a playbook they use for each and every game.  Behind those playbooks are data – hard facts – that help guide teams to make decisions depending on certain factors.  For example, did you know that a group of MIT researchers determined that a 45-yard field goal kicked in the snow is 18 percent less likely to be good than a 45-yard attempt in....