In december of last year I wrote a post about 2009, the year of sustainability and sustainable CRM. Yesterday I came across this article on MyCustomer.com, with an interesting quote on customer sustainability:
What makes a company sustainable?
Customer relationships can build an asset to provide a cushion against changes in the market, according to Kirkby – a kind of ‘brand halo’. This is where a brand can reach market share peak, have very high salience and become a market leader, but also remain a market leader long after it doesn’t deserve to be any more simply because people remember its status and think it is still on top.