Let's go back to the ongoing case you selected. This w
Question and Solution
Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you
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Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you want to work in, or one of the two hypothetical organizations described in Chapter 1: Independent Auto Sales and Service (IAS) or Network Nutrition Distributors (NND). Now consider the following questions as you develop a customer service strategy: Strategy Planning Questions 1. What changes do you anticipate coming that will affect your business? Describe the top three changes that could destroy your business or leap-frog it into new levels of success 2. Calculate the lifetime value of your customer using today's dollars. Develop a strategy for capturing more "share of the customer." What policies, processes, actions, or changes would you plan to keep your organization healthy and prosperous?
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