Although we can calculate it in different ways, one definition of CRM is “the sum of lifetime values of all customers”
Considering this scenario and the idea that some companies are changing their philosophy of customers always being right, do you think it is still possible for companies to gain long-term loyal customers? How would you interact with Regina and maintain her as a customer before the police have to get involved? Your manager has instructed you that you can't exchange the television, give her store credit, or any type of discount in the future.