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Egyptian Papyrus
Rhind Mathematical Papyrus, an Egyptian document more than 3,600 years old, introduces the roughly 85 problems by saying that he is presenting the "correct method of reckoning, for grasping the meaning of things and knowing everything that is, obscurities and all secrets."

Customer Retention

In the age of convergence, customer churn is a concern for service providers, challenging most retention techniques...

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Moving from customer satisfaction to customer loyalty

Posted on: February 19th, 2015 by Think@iQG

I came across a very good article published in the Harvard Business review some time ago that spoke about the difference between a satisfied customer and a loyal customer and of the fact that the chance of a satisfied customer buying a service or a product again from the same company is one sixth of that compared to a loyal customer.

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Why averages don’t work

Posted on: February 5th, 2015 by Think@iQG

This title is so apt to businesses today. This not something new and has been put into practice by companies since the time human capital gained strategic importance and even much before. Good performer always got recognised, rewarded and benchmarked and this is very much the norm in every company.  It is also prominent in sales function where better clients get more attention from all functions of the organisation. Companies now have different levels of customer service based on what kind of business they get for example if one has a platinum card she does not have to wait to get her call answered at the helpdesk

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