Before You Link Pay to Customer Feedback: Five Essentials
Harvard Business Review
SEPTEMBER 22, 2011
Bain research shows that leading companies can achieve 60% or better response rates in B2B companies and 30% or more in most B2C situations. For instance, you can calculate the value of turning a detractor into a promoter, or use differences in attrition rates to assess the expected lifetime values of different customer groups.
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