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FEB 24, 2015 - Forbes

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You Have Customer Metrics All Wrong: Lifetime Network Value Is The Biggest Concept Of Our Time

Customer-focused companies often justify their customer-centric approach with an internal calculation of “lifetime customer value.” Once a company realizes how enormous this number can be, it is a powerful motivator to stop nickel and diming your customers: to stop arguing over responsibility for a Fedex upgrade, and so forth. Perhaps the most [...]

Tags: You Have Customer Metrics All Wrong: Lifetime Network Value Is The Biggest Concept Of Our Time,  Nickel Latest News