Chapter 1

Challenges of the CustomerRevolution

The future ain’t what it used to be.

– Yogi Berra, New York Yankees

Hall of Famer

Something’s Up

The Pro knows things have changed a great deal. Capturing the customer’s loyalty is more difficult than it has ever been. The contrast in business practices has never been so great. Customers have more power in this economy than they have ever had in history. The explosion of products and professional services has bombarded the marketplace with more choices than one can believe. The competition in pricing and product quality is severe. This new economy is not a pleasant place for amateurs.

There are a number of things on the Pro’s mind regarding this new economy and customer care. The Pro knows others ...

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