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|a WAA
|c WAA
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|a spa
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1 |
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|9 9949
|a Reichheld, Fred
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| 245 |
1 |
0 |
|a The ultimate question :
|b driving good profits and true growth /
|c Fred Reichheld
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| 250 |
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|a 1st. ed.
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| 260 |
3 |
0 |
|a Boston :
|b Harvard Business School Press,
|c 1992
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| 300 |
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|a 210 p. ;
|c 24 cm.
|
| 505 |
|
|
|a Part One. Why the ultimate question works -- 1. Bad profits, good profits, and the ultimate question -- 2. The measure of success -- 3. How the net promoter score (NPS) can drive growth -- Part Two. How to measure responses -- 4. The enterprise story-measuring what matters -- 5. Why satisfaction surveys fail -- 6. The rules of measurement -- Part Three. Becoming good to grow -- 7. Design winning customer strategies -- 8. Deliver-building an organization that creates promotores -- 9. Develop a community of promoters-by listening -- 10. One goal, one number -- Appendix A. The linkage between NPS and growth -- Appendix B. Winners and sinners for selected U.S. and U.K. industries.
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| 650 |
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4 |
|a Gestión
|9 238
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| 650 |
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4 |
|a Técnica administrativa
|9 1963
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| 650 |
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4 |
|a Administración de empresas
|9 237
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| 942 |
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