ReachCustomersOnline.com

Facing their demons

Posted by TimSlavin at July 28, 2003

Facing their demons: "When a customer is put on hold a long time, given snail-like service, or offered less attractive prices, at most companies it's inadvertent. But at a growing number of firms, it may be deliberate." From Boston Globe Online. Found on Up2Speed.com. This is the flip side of CRM (customer relationship management): if you can tell who are your best customers, you also can tell who are your worst customers and give them the boot to shore up your bottom line.

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