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Marketing wants the insights, and also wants referenceable customers and happy quotes.
Meanwhile, there's a line of colleagues asking for referenceable customers, product roadmap advice, and feedback on marketing campaigns.
And, the third is referenceable customers who bring in other customers.
And, referenceable customers can be tracked by a survey, or by willingness to be a referral when asked, or even by the number of new leads brought in by each existing customer.Unfortunately, some executives don't see the connection between what you control, happiness, retention, and referenceable customers, and the bottom line, profitability.
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