Highlights

2025-03-31 Bruno Busacca, Giuseppe Bertoli

Leveraging Loyalty to Create Value

In an increasingly complex economic and market scenario, building quality customer relationships is a necessary condition for business success. Given all the resources required to retain customers, there is a need to demonstrate how customer loyalty affects the consistency and durability of revenue streams and, consequently, the value of the company. In particular, greater customer loyalty leads to longer-term relationships, which in turn generate higher profits, shore up the firm's competitive position, and reduce future cash flow risk.

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