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Design Winning Customer Strategies

Reference: HBS-8173BC-E
Number of pages: 28
Publication Date: Feb 19, 2008
Source: HBSP (USA)
Type of Document: Book Chapter

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Description

Measuring customers' feelings about your organization alone isn't sufficient. Just as you plan how to raise your profits, you must plan how to increase the number of customers who will act as promoters for your organization rather than detractors. This chapter examines how companies have designed winning customer strategies. This chapter was originally published as Chapter 7 of "The Ultimate Question: Driving Good Profits and True Growth."

Keywords

Customer relationship management Customer satisfaction Growth strategy Profitability