October 9, 2025
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Jeff Klingberg
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Every Question Is a Play: How Cataloging Customer Interactions Builds a Smarter Business
“You can’t improve what you don’t measure.” Peter Drucker The Field of Data In football, coaches study film not just to celebrate touchdowns but to understand why plays succeed or fail. Each snap is data — a lesson that, when cataloged and analyzed, builds a smarter playbook. In business, every customer question, call, or email is a similar play. Each
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