THESE DAYS BUSINESS owners are forced to act quickly to increase profits, create effective customer acquisition programs and reduce customer defection. While much attention has been placed on finding the right customer relationship management system, an equally important question has gone unanswered: Why? Why has a customer chosen to do business with you? Or equally important, why did a prospect not choose to do business with you?
Although CRM solutions help shed light on questions such as who, what, when, where and how much, they’re can’t offer insight into the
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