CFM 6. Measuring Outcomes
At the moment of truth customers make choice. After the choice is made the rest of the business process continues. This module addresses this part of the overall process.
After completing this module students will understand:
1. The Expectations GAPs analysis and the Remedy process
2. The transition from customer acquisition to customer retention
3. The life value of a customer and its implications
4. The Actual vs. Anchors GAPS analyses