Customer Familiarity can be defined in one of two ways: how much a customer knows about a company’s processes or how well a company knows their customers. Although it brings certain issues of loyalty, commitment, and retention with it, how well the customer knows how to do business with the organization only matters when a [...]
I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? [...]
