18. “80% of executives believe that their company delivers outstanding value and a superior customer experience. Only 8% of their customers agree” (Bain and Company)
20. “Customers who buy a product with problems but receive ‘world class’ customer service while resolving the problem are more likely to repurchase from the company than customers who buy a perfect product with no problems at all” Dr Jon Anton – e-Business Customer Service
22. notes Customer Relationship Management: Theory and Practice. J Todd Bennett. May 2009 CRM: Dead or Dying. Paul Roemer. June 2009 What's hot in CRM Applications in 2009. Gartner. June 2009 Customer Relationship Management. Wikipedia (accessed Jan 2010). Customer Relationship Management. Jerry Helms. October 2009