It is becoming ever more crucial for companies not only to keep customers happy but to keep the right customers happy. But how can they measure the value of customers through the whole customer life-cycle? In this article the authors explain the methodology developed by Arthur D. Little that helps companies to measure satisfaction levels and translate the results into actions with sustainable results.
Authors: Javier Anta, Pablo Montesano
Source: Prism (Arthur D. Little)
Subject: Customer Related