Blog Posts Process Management

Word Of Mouth Is Less Important For Topline Growth Than You Think

Blog: Forrester BPM Center of Excellence

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more. Retention is when current customers continue to buy your products and services. Enrichment is when current customers […]

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