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[2006-05-09] Cost Deflection Out – Customer Experience In!
Cost deflection strategies deteriorate customer loyalty.
[2006-05-05] Customer Managed Relationships
Seth writes: "It might be more than just semantics. Disney Destinations Marketing has a new department: Customer Managed Relationships. Here's the quote from them that Tim shared with me, "CMR is our version of CRM - just a slight nuance regarding our philosophy that our guests invite us into their lives and ultimately manage our presence/relationship with them."
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