The advent of social media is propelling organisations towards real-time CRM. We're probably all familiar with the Pareto Principle as it applies to sales: 80 per cent of business typically comes from 20 per cent of customers.
In fact, research suggests that a 5 per cent reduction in business lost can generate anything between 25 and 85 per cent additional organisational profit.
It's perhaps the strongest argument for hanging onto those hard-won customers, but is it also a cogent argument...
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