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Chapter 5. The Heart and Soul of E-Servi... > E-MAIL IS A POWERFUL CUSTOMER SERVIC...

E-MAIL IS A POWERFUL CUSTOMER SERVICE TOOL

Customer relationships are the lifeblood of successful businesses, and how we communicate with customers is key to the relationships we create.

“…the value of a firm is ultimately equal to the sum of the values of its customer relationships, and this sum can grow only through the acquisition, development, and retention of profitable customer relationships.”

—Wayland and Cole, 1997



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