In any organization, multiple sources of data must be analyzed and turned into actionable information. The difficulty is bringing it all together, focusing on the critical information and using it to measure, learn and innovate. This white paper discusses how metrics increase visibility and sharpen decision making to ensure excellent customer service, rising revenue and growth. It documents the top five technology guidelines necessary to manage metrics across the organization, and concludes with examples of three metrics-driven companies noted for their continuous improvement and customer responsiveness.