Reichheld's Research Indicates That Loyal Customers and Fickle Customers Are

question 39

True/False

Reichheld's research indicates that loyal customers and fickle customers are equally profitable for firms.

---

Definitions:

Linkages

Connections or relationships between different factors, processes, or concepts that interact with or influence each other.

Normalisation

The process of adjusting financial or other measurable data to eliminate the effect of certain variables, making them comparable in a different context.

Competitive Benchmarking

A process where a company compares its products or services against those of its competitors to identify areas for improvement.

External Benchmarking

The process of comparing a company's performance, products, or processes against those of leading competitors or industry standards.