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Measurement – Today’s leading service professionals work with sales and marketing. There is one key KPI that they should be focussed on - this is NPS, Net Promoter Score. How do we get more customers to recommend our brand? Think about how we go through the process of delivering the experiences that will drive those results. Customer Effort, CSI (customer satisfaction index) throughout the entire customer life cycle will encourage advocacy. To find out more visit http://www.oracle.com/service-psychology
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