Statement of Problem
Omnico Inc was found to be trailing in the industry with regard to customer retention. The market research study indicated that the company was below the industry average as far customer retention is concerned. Buddy Towers, the new sales manager, believes that the cause of the problem is their sales people’s poor customer relationship management. The company thus has to identify which is the most effective approach to customer relationship management the company should adopt—the very friendly and personal approach that the manager has known or the more impersonal and technical approach.
Summary of the Facts
A market research study has ...