Tom Pisello: The ROI Guy: Is Return on Customer (ROC) a good.
The ROI Guy
NOVEMBER 8, 2006
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. Alinean recognized by BtoB Magazine’s as one of To. Latest Research.
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