It costs six times more to get a new customer than to keep an old one, and if Åc customer support falls down, then companies are greatly reducing their chances of repeat business.
Mattis, M. (1999). The Devil's in the Details. Business 2.0 May. 113.
A customer service survey released today Åc found that U.S. consumers will withstand a maximum of Åc two negative customer service experiences before taking their business elsewhere
AmDocs. (2004). Two Strikes and YouÅfre OutÅcfor Poor Customer Service http://www.amdocs.com/hotnews.asp?news_id=417
I. What is customer relationship management?
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