The Value of a Satisfied Customer
Knowing the value of a customer is an important element in managing the service quality of an organization. By value of a customer we understand the net present value of the cash flows generated by this customer. Our experience shows that in those organizations where this value is known the personnel is more sensitive to losing customers and that these organizations launch many more initiatives to retain them, thus increasing the profitability of the organization.
Collection: IESE (España)
Ref: PN-368-E
Format: PDF
Number of pages: 5
Publication Date: Apr 15, 1995
Language: English, Spanish
Description
Knowing the value of a customer is an important element in managing the service quality of an organization. By value of a customer we understand the net present value of the cash flows generated by this customer. Our experience shows that in those organizations where this value is known the personnel is more sensitive to losing customers and that these organizations launch many more initiatives to retain them, thus increasing the profitability of the organization.
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