The secret to repeat business is following up in a way that has a positive effect on the customer ... ideas that can help you develop a lasting relationship. We'll be in your inbox every morning ...

As industries continue to evolve and compete for dwindling customer attention spans, a new business metric is quickly taking the lead as a primary indicator of success: the Value of Relationship ...

Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.