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Saturday, 18 April 2009


Sharyn Smith

Hi Chris, really enjoyed reading your thoughts and i like where you ended up. CRM and marketing departments are incredibly silo-ed but as you point out WOM from customers count – a lot. In fact 82% of all WOM is from customers which means they are potentially THE MOST important media/marketing channel for any brand to drive new customers.So why isn't it more important?


Hi Sharyn, That's a big number 82%!! Where does it come from?

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