Growing the top line: companies should look beyond satisfaction

Abstract

States that companies have in many cases downsized to the degree of corporate anorexia. They cannot cut costs further, but need to make money. The only route is to increase sales ‐ and the best route for this is through existing customers. Rehearses the logic behind this, and explains that companies must look beyond mere customer satisfaction is they are to increase their revenues in the way that it is required for survival and growth.

Citation

Taylor, C. (1997), "Growing the top line: companies should look beyond satisfaction", Managing Service Quality: An International Journal, Vol. 7 No. 5, pp. 214-217. https://doi.org/10.1108/09604529710172818