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Ask any PMS vendor to show you their products these days and one of the things they are guaranteed to spend some time on is pretty graphics showing ‘key performance indicators’ (KPIs). Partly, this is because in any complex system it is nice for the salesman to have something visual to show you and partly because it is a major feature that was probably missing from the previous system you are replacing. What the salesman will not tell you is what indicators you should be using for performance measurement and why.


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