August 11, 2003
Is Customer Service Making a Comeback?
News Factor News Clip: For several years -- about as long as the recent bear market has prevailed, in fact -- enterprises implementing CRM systems have focused on reducing costs. Now that things are looking up a bit, customer retention and loyalty are coming back into the spotlight -- at least judging from industry hype and buzz words. Yet it remains to be seen whether there will be a resurgence of interest in improving service itself. (full story)
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