Is a satisfied customer a loyal customer? Not necessarily says the author of two books on CRM, who in this article makes the important point that satisfied customers can defect but customers who have a strong relationship rarely do.
Content: Article
Author: Ian Gordon
Source: Ivey Business Journal
Subjects: Customer Related, Management, Marketing / Sales
Author: Ian Gordon
Source: Ivey Business Journal
Subjects: Customer Related, Management, Marketing / Sales
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