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Tom Pisello: The ROI Guy: Is Return on Customer (ROC) a good.

The ROI Guy

Wednesday, November 08, 2006 Is Return on Customer (ROC) a good business value metric? Most CRM ROI oriented business cases focus too much on the near term, counting only direct “hard&# benefits and ignoring the more important soft benefits that relate to customer satisfaction, retention and lifetime value optimization.

ROI 40