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Customer Relationship Management: Driving Growth Through Customer Loyalty

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Executive Summary

Growth is back on the horizon - but will the customers be around to help one achieve it? Delivering the kinds of customer experiences that drive retention, repeat buying and overall business growth is becoming increasingly challenging. On the whole, consumers around the world perceive the quality of customer service to be good. The challenge is that expectations for service have been continuously increasing, even during the economic downturn. Expectations have risen significantly, particularly in emerging markets.

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