电信业crm资料汇总.pdf

TThhee oommmmoonn MMyytthhss
about Customer Loyalty
and the
Realities Behind Them

By


Matt Hasan, .










The materials presented in this monograph are proprietary to Sigillum Corporation and should not be
quoted or used in any way without express written consent.
There are many different and often conflicting notions about issues
related to customer loyalty that are being held as business truths.
This thought piece takes a look at some of monly held
beliefs in light of both the intuitive logic regarding the issues and
the evidence gathered from experience in a number of industries.
The goal is to gain a clear understanding of the why’s and how’s of
the evolution of the myths about customer loyalty and to establish
the realities behind them.















The seven myths discussed in this thought piece piled by Dr. Matt Hasan from surveys, research
studies and consulting engagements conducted by him and under his direction during the past ten years at
Sigillum Corporation, Deloitte & Touche Consulting Group and . Kearney Management Consulting.

Detailed discussion of the conceptual framework and methodology for defining and measuring the concepts of
internal loyalty intensity and true customer worth referenced in this booklet can be found in the following
articl