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CRM in a Monopoly Situation
DE VLEESCHOUWER, Managing Partner, Belgium, Member
Based on a personal on-going experience with a Belgian consortium of energy with mixed public and private ownership, the Customer Relationship Management of a firm that benefits from monopolistic advantages may consist of oppressing the customer by disorganizing systematically the dialog in order to maintain abusive power control. The receipt is: multiplicity of contact persons (changed at each contact), no manager in charge of the whole customer's problem, no empowerment except towards leading... Read more? Sign up for free
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