Intelligence - The True Value of a Lost Customer - Just as early adopters are the most valuable customers to acquire, "disadopters" are the most damaging to lose.
Year of publication:
2003
Published in:
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 44.2003, 2, p. 7