Cisco Network Design Solutions for Small-Medium Businesses

Chapter 7. Customer Relationship Management Solutions

Any successful SMB knows that customer acquisition without proper service and the resulting retention translates into a continuous and, at best, costly customer turnover. Although it might be hard to find business missions that advocate poor customer service or high turnover, in some cases, lack of customer retention could be part of an overall SMB strategy.

In a health care–related industry, perhaps no customer retention is the ideal model. That is, if an SMB is truly dedicated to the customers' well-being by healing the patients so that they never need to come back, that SMB might eventually go out of business. While the patients are being treated, however, excellent customer service is ...