search query: @journal_id 4425 / total: 199
reference: 50 / 199
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. |
SCIMA