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In a world where advertising-supported products, SaaS products with monthly renewals, and free trials are de rigueur, customers don’t have nearly as much incentive to stick around as they used to. Customer loyalty isn’t built in a day. Customer loyalty is a team effort.
(I mostly see this proposed by technical leaders who come from non-revenue development organizations – those building software for internal use by companies in another business such as banking or airlines). become a professional services/custom consulting company. There’s no ongoing support model. When
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