The Change: Heightened Customer Awareness and the Need for Intelligent Customer Management
It is not surprising to us nowadays that customer loyalty no longer retains its old validity. Often when tracking down the contact methods of a company whose customer management or customer care department is on the poor side, the first search result you will find is a customer action forum, in which pages and pages of posts are being written, detailing numerous customers’ feelings of abandonment and frustration, and their correspondence is often more invective than praise.

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