Chapter 3Competency One: Honor and Manage Customers as Assets
Definition: Honor and Manage Customers as Assets
This is the clincher competency. It is what makes this work legitimate. It's why you are in business: to grow the customer asset.
With this competency, the purpose is to shift to a simple understanding and measurement of success when a company achieves customer-driven growth. Customer asset metrics track what customers actually did versus translating (and debating) what they say they might do via survey results. No regression analysis ...
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