Abstract
Benefits of Customer Service in Time of Declining Sales: The Case of a Lebanese Pharmaceutical Company
Highlights
Customer-Centric marketing viewpoints have been receiving a substantial amount of attention by academics and researchers
Regarding the years of experience, only 2 of the respondents have been the pharmaceutical company’s clients for less than 1 year, while 49% of the respondents have been dealing with the company for almost 20 years
The results clearly show that the company’s customers are satisfied with the products and the use of the products; they were not satisfied with the Customer service department and with the sales team
Summary
Customer-Centric marketing viewpoints have been receiving a substantial amount of attention by academics and researchers. They are progressively searching for methods in order to better comprehend, appeal to, keep and build a close and intimate long-lasting relationship with clients that are considered profitable (Kotler, et al, 2006). Making sure that the current clients are fully satisfied is one of the most vital areas of the client-centric marketing model. For this reason, companies have been studying and working on strategies that will lead to customer satisfaction. A 5% boom in customer loyalty can improve and raise company profits by 25%-85%, while on the other hand, an unsatisfied customer voices his/her dissatisfaction to eight to ten individuals (Limayem, 2007)
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