Companies that disregard their customers shouldn't be surprised when they move on to other firms in the constant surge of customer churn. No one likes being ignored, especially buyers ofsophisticated services, software or high-tech products with complex installation or userequirements. Frustrated customerswill abandon these products, turning your softwareto shelfware.Although author Donna Weber tends to use jargon, she does a thorough job of explaining her process fortraining and retaining clients and fordeveloping a supportive onboarding program that answers customers' questions proactively to eliminatepotential dissatisfaction.
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