Customer retention - dreams and reality

Professor Merlin Stone

Professor Merlin Stone, IBM professor of relationship marketing at Bristol Business School, explains how companies can improve the retention and development of profitable customers by implementing 'customer experience management'.

Customer Retention – Dreams and Reality

Professor Merlin StoneIBM Business Consulting Services

Customer Retention is one of those great topics that academics, consultants and advertising agencies like to talk about but rarely understand. My evidence...

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