“If you really want customers to keep coming back, then toss out those glossy brochures from vendors looking to sell you the latest in CRM software. Customer loyalty does not stem from clever stratagems to collect every conceivable piece of data from customers and then cross-sell them something they don’t want, says Fred Reichheld, Boston-based Bain & Co. director emeritus and Bain fellow who has studied the topic.”

This entry was posted on Thursday, January 31st, 2002 at 12:00 am and is filed under Customers. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.