Instructions: Identify each item as a critical success factor or a key performance indicator.

Quantifiable metrics a company uses to evaluate progress toward critical success factors

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Crucial steps companies perform to achieve their goals and objectives and implement their strategies

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Create high$-$quality products

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Turnover rates of employees

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Percentage of help desk calls answered in the first minute

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Retain competitive advantages

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Reduce product costs

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Number of new customers

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Increase customer satisfaction

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Number of product returns

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Hire and retain the best business professionals

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Average customer spending