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| 순추천고객지수× | 고객 생애 가치× | |
|---|---|---|
| 분야 | 마케팅 | 마케팅 |
| 계열 | Process / pipeline | Process / pipeline |
| 기원 연도≠ | 2003 | 1996 |
| 창시자≠ | Frederick F. Reichheld | Robert Blattberg and John Deighton |
| 유형≠ | Loyalty metric | Financial modeling methodology |
| 원전≠ | Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46-54. link ↗ | Blattberg, R. C., Getz, G., & Thomas, J. S. (2001). Customer Equity: Building and Managing Relationships as Assets. Harvard Business School Press. ISBN: 978-0875847191 |
| 별칭≠ | NPS, Net Promoter System | CLV, LTV, Customer Value |
| 관련≠ | 4 | 5 |
| 요약≠ | Net Promoter Score (NPS) is a customer loyalty and satisfaction metric developed by Fred Reichheld in 2003, measured through a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The metric categorizes respondents into promoters, passives, and detractors, providing a straightforward indicator of customer advocacy and business growth potential. | Customer Lifetime Value (CLV) is a financial metric that quantifies the total profit a company expects to generate from its relationship with a customer over the entire duration of that relationship. Developed through work by Blattberg, Getz, and Thomas in the 1990s-2000s, CLV integrates acquisition costs, purchase behavior, retention rates, and margin information to estimate the net present value of each customer. |
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