[PDF.26zu] The Dark Side of CRM: Customers, Relationships and Management
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The Dark Side of CRM: Customers, Relationships and Management
From Routledge
[PDF.go45] The Dark Side of CRM: Customers, Relationships and Management
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| #3309908 in eBooks | 2015-09-04 | 2015-09-04 | File type: PDF||||‘Trouble is brewing; all is not well in the land of customer management. Companies and customers often act deceitfully and amorally. This important book sounds the alarm about contemporary customer management practice, and suggests responses and
Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is ...
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