It’s time to start measuring and managing their worth. by Rob Markey The true purpose of a business, Peter Drucker said, is to create and keep customers. Most managers understand this ...

RealPeopleGroup / Getty Images The Better Business Bureau (BBB) is a private nonprofit organization that operates a business directory and rating system, handles consumer complaints, evaluates ...

A version of this article appeared in the November–December 2020 issue of Harvard Business Review. Explore HBR HBR Store About HBR Manage My Account Follow HBR Harvard Business Publishing ...