Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again—for years to come!
According to Strativity’s 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers.
Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.