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The Microeconomics of Customer Relationships
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MAP20071507728
Reichheld, Fred ‌
The Microeconomics of Customer Relationships / Fred Reichheld
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
En: Sloan management review. - Boulder. - Vol. 47, nº 2, Winter 2006 ; p. 73-78
1. Industrias ‌. 2. Productos ‌. 3. Estrategia empresarial ‌. 4. Empresas de servicios ‌. I. Título. II. Título: Sloan management review.