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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss

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Chapter 3Competency One: Honor and Manage Customers as Assets

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Definition: Honor and Manage Customers as Assets

This is the clincher competency. It is what makes this work legitimate. It's why you are in business: to grow the customer asset.

With this competency, the purpose is to shift to a simple understanding and measurement of success when a company achieves customer-driven growth. Customer asset metrics track what customers actually did versus translating (and debating) what they say they might do via survey results. No regression analysis ...

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