Failed customer interactions, and those at risk of failure, represent a key opportunity for companies to improve the processes that matter most. American Power Conversion takes note every time a customer interaction doesn’t hit the mark–say, when a product doesn’t ship on time. APC considers that information even more valuable than its CRM success rate. The company has created an alert system to notify the appropriate employees when a customer engagement is at risk of failing, giving APC a chance to take corrective action and minimize those failures. [Website note: This is applicable to measuring security effectiveness as well.]