by rowenia | Jan 29, 2020 | Financial
INSIGHTS The Relationship Between NPS Trends and Revenue BRIEF The Relationship BetweenNPS Trends and Revenue Here is the current state of NPS science, along with some pseudo-scientific counterpoints. Right from the very beginning, right from when Fred Reichheld...
by rowenia | Jan 29, 2020 | Financial
INSIGHTS How Much Is a Customer Worth? Good Question BRIEF How Much Is a Customer Worth?Good Question There is currently no accounting standard for customer lifetime value. Here is our proposal. Financial support for CX initiatives often falls woefully short, compared...
by rowenia | Jan 29, 2020 | Financial
INSIGHTS Calculating the Value of Improving CX in a Product Business BRIEF Calculating the Value of ImprovingCX in a Product Business This is an essential step in justifying CX improvement projects You’re tearing your hair out. It should be screamingly obvious to...
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