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She also offers suggestions for training new representatives on the importance of customer trust and measuring the effectiveness of customer service initiatives, including how to measure agent performance against the present and projected value of each customer relationship.
Listen to this podcast to get ideas and advice for building long-lasting trusting relationships with customers that will benefit your organization in the coming years.
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Visit the Creating Customer Value podcast archive Named one of the nineteen most important business gurus of the past century by Business 2.0 Magazine, Martha Rogers, Ph.