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Maintenance
    Cost 
    Customizations vs. upgrades  2nd  3rd  4th 
    Vendor policy  2nd 
Market analysts  2nd 
Marketing
    Encyclopedia  2nd 
    Metrics 
    Requirements 
Marketing automation
    Definition  2nd 
    Requirements 
    Resources 
Meetings
    Productive 
    Vendor demos 
    With tool vendors 
Metrics
    As success factor  2nd  3rd 
    Babushka-style 
    Categories 
    Characteristics of good metrics 
    Customer satisfaction  2nd 
    Dangers of averages 
    Dashboard 
    Data availability  2nd 
    Definition 
    Delivery 
    Distribution 
    For intangibles 
    Knowledge base productivity 
    Knowledge base usage 
    Lead-generation analysis 
    Logging 
    Marketing 
    Operational 
    Proxies 
    Requirements 
    Sales 
    Sales pipeline 
    Sales productivity 
    Slice and dice 
    Strategic 
    Strategy 
    Subscriptions 
    Support 
    Support case aging 
    Support financials 
    Support issue distribution 
    Support productivity 
    Telesales productivity 
    Templates 
    Top 10 support customers 
    Why they matter 
Milestone
    Definition 
    In integrator contract 
    Signoff 
    Using 
Monitoring tools 
Morale
    At kickoff workshop 
    In failing projects 
    Maintaining  2nd 
Multichannel
    Definition 
    Support 



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