The Microeconomics of Customer Relationships

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<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>
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<topic>Industrias</topic>
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<text>Vol. 47, nº 2, Winter 2006 ; p. 73-78</text>
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