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   It's not you, it's me: How customers break up with sellers
 From: Ashley Kilgore
 To: INFORMS Open Forum
 Posted: 03-05-2018 12:12
 Message: Companies invest billions each year in expensive customer service programs, sales forces, and sophisticated discounting programs such as Groupon to lure and retain customers only to find that churn remains one of their biggest and most expensive challenges. According to a new study, customers have a tendency to send clear signals before they "break up" with a company, but you have to know what to be monitoring, and the key to any relationship remains effective communication.

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Ashley Kilgore
Manager, Public Relations
Catonsville MD

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