I agree that good metrics are the way to go, but be careful on what you measure, no tracking system is complete enough to follow all relevant parameters (and if it were, it will be such a pain to have it up to date that it would be useless). Metrics are useful to prove a point, but are not the point.
Obviously, you have never worked in a call center.
Isn't McAfee already considered to be malware? Perhaps they hate the idea of competition in the malware distribution business.