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| Author: | Allen, J. (et al.) |
| Title: | Capitalising on the customer |
| Journal: | European business forum EBF
2006 : AUTUMN, 26, p. 24-29 |
| Index terms: | customer relationship management (CRM) customers loyalty |
| Language: | eng |
| Abstract: | This paper discusses the division of businesses into two groups: "believers" who think they are delivering superior products and services; and "achievers" who are actually doing so. Survey data shows that while 80% of companies are "believers", customers only rate 8% as "achievers". According to the authors, closing this gap requires close attention to the three Ds: design, delivery and development. Doing these three things requires time and investment, but it will also create loyal customers and lead to long-term growth. |
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