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THE ULTIMATE QUESTION: For Unlocking the Door to Good Profits and True Growth by Frederick F. Reichheld 2006지속적 성장을 위한 1등 기업의 법칙 by 정지택 (Bain & Company 부사장 ) 2006
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(2006)/ (Bain & 2010-08 (): 1 Company ) (2006) THE ULTIMATE QUESTION: For Unlocking the Door to Good Profits and True Growth by Frederick F. Reichheld :
1. NPS Reference 2. : 1 : . ( ) Bad Profit/Good Profit, NPS, , , Bad/Good Profit, , NPS 79, 4,500 , . . : 3x2 matrix ( / x //) , NPS 50
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/ : / , , , ( ) 1994~2004, 5% 22% . ( ) AOL1992~2002, 35m.: --America On Hold-6%--42% 5 : / / / . / . , . 5%-> 25%~100% ( NPV) ? B/S P/L . . . ? , 20 , Satmetrix Systems Inc. , 6~12 , 4,000 , . Scott Cook . . . .
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! NPS , Jeff Immelt, 2005 GE Healthcare CEO Joe Hogan . GE NPS Gary Reiner NPS . NPS . , NPS 79, 4,500 10 : / ( )/ / / / / 60~80% 2/3 .
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: NPS 6 : NPS / Jon E. Hilsenrath : / / /()// / / / Believers(: - 80%) vs. Achiever( -8%) : 3D Design(value proposition) Deliver( ) Develop( ) : 3x2 matrix ( / x //) : (C) -> (A->F)-> (D or B) Feargal Quinn SuperQuinn
Feargal Quinn SAS (Sabanes-Oxley Act): NPS M&A . NPS . . NPS , NPS . 6,000 : ESQi NPS . BC594, Solon- -1781 , NPS 50 . : . . 1: NPS ( )
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24 7 24 7 24 9
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