许多组织都在努力吸引新顾客,但优秀组织的做法不同。他们不认为顾客到来就万事大吉。他们深知,获得顾客仅仅是开始,而不是最终目标。他们的目标是留住顾客——一个一个地留。优秀组织意识到,平均而言,一家企业80％的发展潜力来自现有顾客,而只有20％来自新顾客。20世纪90年代以来,各种不同的研究数据都证实了这一点。因此,优秀组织所关注的,不仅仅是创造新的需求或满足一种需求,而是 Many organizations are struggling to attract new customers, but good organizations do differently. They do not think the customer arrives everything will be fine. They know that getting a customer is just the beginning, not the end. Their goal is to retain customers - one by one to stay. Outstanding organizations recognize that on average, 80% of an enterprise’s growth potential comes from existing customers, while only 20% comes from new customers. This has been confirmed by a variety of different research data since the 1990s. Therefore, good organizations are concerned not only with creating new needs or satisfying one need, but with