This technical note identifies, describes and illustrates the most common indicators used to monitor the marketing and customer relationship management. Among the metrics covered by the customer expects, novelty, retention rates, customer profitability and customer value of life.
This Darden study. "Hide
by Paul W. Farris, Phillip E. Pfeifer, Neil Bendle Source: Darden School of Business 13 pages. Publication Date: June 24, 2005. Prod. #: UV0407-PDF-ENG
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