Strategy Driven

NOVEMBER 18, 2013

Make an appointment with the CFO. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES! They just buy.

Proposal 58

Proposal Price Long-term Customer Loyalty 58

Harvard Business Review

JULY 25, 2017

“But sometimes, the incremental financial value attributable to marketing derives from its ability to increase customer loyalty and reduce customer churn. A CFO might just see marketing expenses walking out the door and not a corresponding build-up of cash flows and assets,” Avery explains.

ROI 8

ROI Marketing Marketing Mix Short-term 8

Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Your customer metrics must correlate with financial and strategic goals. A clear link to financial and strategic outcomes.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10