Case Study: Are Our Customer Liaisons Helping or Hurting?
Harvard Business
OCTOBER 23, 2017
Editor's Note This fictionalized case study will appear in a forthcoming issue of Harvard Business Review, along with commentary from experts and readers. “I don’t know what he said to them during the operation, but from then on, they wanted to talk only with him, and they acted like I was an enemy. ” he asked.
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