notes and views on products and people who make them

Quote of the day

Ron Shevlin on customer loyalty:

Switching providers — whether it’s banks or firms from other industries — is an act of independence. We switch because we can. We switch to make a statement. We switch to demonstrate that WE are control of our lives and our business relationships. [...]

Successful firms approach customer relationships as just that — relationships. A two-way street. It goes far beyond “customization” and “personalization”.

My take: having loyal customers is great, and trying to keep them loyal is a good business practice. However, as we start moving away from transactional to the relational, we should recognize that relationships aren’t set in stone and that they do end. And that it’s OK to let go.

July 1, 2008 | Filed Under CRM, Links and Quotes 

comments

Comments are closed.

Additional comments powered by BackType

    subscribe

  • One man's microISV

    Playground - an on-demand requirements management tool helping you get the right things done.

  • Lifestream

    There are no events to show at this time.

    Powered by Lifestream from iBegin.

    • Promotion