Quest for Loyalty
William PorterISBN: 0932281214;
Software and technology companies spend billions in their quest to win new customers. Yet they invest minimal resources to keep them. The result? Even clients who claim to be satisfied are quick to defect to other suppliers offering similar technology atthe same price. As a software vendor, what can you do to hold onto your client base? Using years of market research, William A. Porter introduces the Customer Loyalty Model, a powerful tool with which high-technology companies can build client allegiance. As Porter explains, customer loyalty stems from four key components ? value, quality, service, and partnership ? each with its own subtleties and nuances that are commonly overlooked by technology firms. Drawing on interviews with virtually thousands of technology customers, Porter shows where vendors fall short in meeting a client? s true needs. He then provides benchmarks, case studies, and implementation strategies for building a satisfied and loyal client base....
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