Today, customers face a wide range of choices when it comes to purchasing products and services. At the most fundamental level, customers often build great loyalty to brands with which they have a positive customer experience. Companies such as Apple and Harley Davidson are successful largely because of fierce brand loyalty based on positive customer experiences. Making the most of a CRM system requires you to put yourself in the role of your customer and developing a consistent strategy to improve their overall customer experience.
Managing the customer experience
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