We call these metrics Critical Success Factors, and we use Key Performance Indicators to find out how we are doing against them.

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During the earnings call we got some encouraging metrics from management which give us confidence that Youtube will be a bigger driver of revenue growth going forward.

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AD, as we call it, will also develop target metrics of success and work with our programming teams to achieve them.

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The company has 14, 000 metrics that are available to its call center staff, most of whom are trained Automotive Service Excellence (ASE) certified mechanics.

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