You are an inbound sales organization, a retail sales environment, an inbound sales and support call center.  You have locations and sales associates that are performing at widely different levels of sales and support.  You keep depending on using a "net-gain" number which does not justify leakage of sales and customers.  You know this means a significant cost in your organization in both lost revenues and lost customers.  How many customers are not entering into a relationship with you at the front end of the sales cycle and how many are leaving you at the end of the customer experience cycle?  How do we get our middle range and poor performers in sales and service to rise for realizing the same performance as our top performers?  What will that mean for our revenues, LTV and profitability?