Thought Perspectives

Is NPS Enough? Rethinking How We Measure Customer Relationships

B2B, B2B, B2C, Business Solutions, Insights, LRC Blog, Thought Perspectives / By

Customer loyalty and satisfaction are critical to business success, but measuring these important metrics can be a challenge. Since its introduction in 2003, the Net Promoter Score (NPS) has become a widely used tool to assess the likelihood that a customer would recommend a company to others. Its simplicity—a quick 1-3 question survey—makes it appealing, …

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Use Customer Diligence To Mitigate Risks in Private Equity Deals

Blog, Insights, LRC Blog, Private Equity, Thought Perspectives / By

For private equity (PE) firms, both buy-side and sell-side transactions are full of risk and opportunity. One often-overlooked aspect is getting a handle on both by using an assessment of the strength of the company’s relationship with its customers. Relationships, often deemed a “softer” aspect of the investment, determine how likely a company is to …

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