Loyalty Briefs by Frederick F. Reichheld, 1998

Measures will never achieve their metaphysical potential when they are considered only as “controls” — which is how the subject is taught in most business schools. Their real power lies in their ability to inspire and focus learning. It is only through measures that organizations can learn, only through learning that they can create value in an ever-changing world, and only through creating value that they can survive and prosper.