Figure 11.8 HTS 2010 – UK customer retention, aftersales index of customer retention
This development took place over a five-year period and highlights the need for consistency of message and how long it takes for an organization to bring about business model change. It is not easy, but it can be achieved if the appropriate internal communication and culture is created.
Changing a traditional business model that is considered to be standard practice in a conservative industry is extremely difficult and should not be undertaken lightly. ...
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