The Microeconomics of Customer Relationships

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<nonSort xml:space="preserve">The  </nonSort>
<title>Microeconomics of Customer Relationships</title>
</titleInfo>
<titleInfo type="alternative">
<title>Sloan management review</title>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080145514">
<namePart>Reichheld, Fred</namePart>
<nameIdentifier>MAPA20080145514</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<dateIssued encoding="marc">2006</dateIssued>
<issuance>serial</issuance>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
<form authority="marccategory">microform</form>
</physicalDescription>
<abstract>Using net-promoter score, a metric that, in most industries, correlates well with a company's growth rate, managers can evaluate how investments aimed at improving the customer experience actually affect the bottom line</abstract>
<note type="statement of responsibility">Fred Reichheld</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080554811">
<topic>Industrias</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080552251">
<topic>Productos</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080606091">
<topic>Estrategia empresarial</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080601119">
<topic>Empresas de servicios</topic>
</subject>
<classification authority="">922.1</classification>
<relatedItem type="host">
<titleInfo>
<title>Sloan management review</title>
</titleInfo>
<originInfo>
<publisher>Boulder</publisher>
</originInfo>
<identifier type="local">MAP20077000185</identifier>
<part>
<text>Vol. 47, nº 2, Winter 2006 ; p. 73-78</text>
</part>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">060303</recordCreationDate>
<recordChangeDate encoding="iso8601">20080418125629.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20071507728</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>