有形的资产,例如厂房、设备、存货等,在现代经济形态下已不像原先那样重要了。对大多数公司来说,那些所谓的无形资产反而更具有意义,它们对于市场价值的贡献远远超过了传统的(有形)资产。其中,最重要的无形资产,是公司和客户之间关系的力量和量级——也就是客户满意度 Tangible assets, such as factory buildings, equipment, inventory, etc., are not as important as they used to be in the modern economy. For most companies, the so-called intangible assets are more meaningful, and their contribution to market value far exceeds traditional (tangible) assets. Among them, the most important intangible assets are the strength and magnitude of the relationship between the company and its customers - that is, customer satisfaction.