A 2008 web-based survey by Ventana Research examined customer loyalty and the customer experience and received responses from over 250 customer management decision makers worldwide. Of the respondents: 1. 81% agreed that the customer experience impacted loyalty and advocacy; and 73% that it impacted satisfaction and spend. 2. Fewer than 33% used analytics to understand…

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.3.3 Review customer relationship approach

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