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You Can't Buy Customer Loyalty, But You Can Earn It Paperback – May 24, 2016
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About the Author
Analyst, author, blogger, speaker, and strategist Denis Pombriant has been observing the front office software market since 2000. During that time he has written about every major category introduction beginning with software as a service. He also provides advisory services to vendors and end customers. A long time member of the Enterprise Irregulars, he has also been a primary judge in the CRM Idol competition. He has been a leader in discovering and writing about emerging CRM issues since 2000 including the growing importance SaaS, social media, mobility, and analytics. He has a BA from The College of the Holy Cross and lives in the Boston Area.
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Top customer reviews
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A good (and quick) read for anyone who wants to challenge their own status quo for customer engagement and loyalty.
My favorite line: "Organic growth is the elevator music of an economy."
My key takeaway: "Engagement precedes loyalty, which precedes revenue, and that’s a key lesson every vendor needs to internalize."