Seven Rules for Increasing Customer Value
By Don Peppers & Martha Rogers, Ph.D.
Peppers & Rogers Group
There's a new framework for measuring and creating customer value. It's called Return on Customer (ROCsm). It urges today's business leaders to focus on the long- and short-term value from the asset that matters most: customers. In developing ROC, we have identified seven rules to ensure its success. Progressive organizations are already employing these strategies to build customer value. Follow these seven rules and you can, too.
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