Reichheld and Sasser (1990) Have Suggested That Annual Profits Per

Multiple Choice

Reichheld and Sasser (1990) have suggested that annual profits per customer increase every year over seven years because of various factors.Which of the following is NOT one of the factors that they discovered created incremental profits?

A) Increased sales through price discounts to customers
B) Profit from referrals to other customers
C) Opportunities to cross-sell other services
D) Profit from increased purchases
E) Profit from reduced operating costs