28. 形成同客户的长期、高价值的关系对中太的利润贡献有重要意义Source: BainSource: "Zero Defections: Quality Comes to Services", by Frederick R. Reichheld and W. Earl Sasser, Jr., September, 1999Customer acquisition costYearCompany Profit*1234567Price PremiumReferralsReduced operating costsIncreasedpurchases and higher balancesBase profitImpact of customer retention onprofitability over time客户忠诚优质优价口口相传降低运营成本增加业务量和 余额基本利润客户获取成本2001年
公司利润客户保持率对盈利性的影响随时间的展开27