The more important something is, the more we want to measure it. The better we measure it, the more we understand. It is a curious fact that many of the most important business and customer priorities often go unmeasured. Many leaders struggle to answer a key question: How can we use measures to connect enterprise performance, customer satisfaction and knowledge work to drive improvement? Strategic and business plans commonly include measures of success, but few of them are directly relevant to knowledge work or to what customers care about. The last thing we need is to inadvertently communicate to our customers that we aren’t on the same page with them.