Strategizing for long-term customers with high profitability is one of the primary concerns of a firm. This is what one of our executive students (MBA Executive), Mr. Akshay Pawale, who works in TCS, holds. These clients need to be delighted to nurture and retain them. It is required to build attitudinal as well as behavioral loyalty. Consistent communication could be one of the good ways but it should not irritate the customers and hence not advisable too often.
Shantanu Prasad, Faculty In charge, MBA (Executive)/Diploma