In a 1996 US survey across a variety of industries, findings indicated some compelling figures: - 15 to 40 percent of “satisfied” customers defect from a company each year. - “Totally satisfied” customers are six times more likely to repurchase a company’s products over a span of one to two years than merely “satisfied” customers.…

BPIR Categories

1.2.5 Predict customer purchasing behaviour
1.3.3 Review customer relationship approach
1.1.7 Review customer listening & learning methods

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