search query: @author Reichheld, F. / total: 3
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| Author: | Reichheld, F. |
| Title: | The one number you need to grow |
| Journal: | Harvard Business Review
2003 : DEC, VOL. 81:12, p. 46-54 |
| Index terms: | Customer relationship management (CRM) Consumer satisfaction Consumer behaviour Marketing Companies Growth Finance |
| Language: | eng |
| Abstract: | If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you. While regular customers are not always profitable, their choice to stick with a product or service typically reduces a company's customer acquisition costs. Loyalty also drives top-line growth. The tendency of loyal customers to bring in new customers is particularly beneficial as a company grows. |
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