A mid-scale corporate law-firm asked for help on a business development challenge. Their partners were, naturally, working hard at finding and winning new clients. They were having some […]
Strategy
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Understanding customer churn
Great seminar last week by my colleague Bruce Hardie at London Business School on the complications involved in the simple idea of customer churn. Bruce probably knows more […]
Strategy
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Customer satisfaction and growth
Interesting article in Sloan Management Review on linking customer satisfaction to growth. Looks based on very thorough research on customer satisfaction metrics and their subsequent behaviour – especially passing […]