How to lose your star performer without losing customers, too

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<title>How to lose your star performer without losing customers, too</title>
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<namePart>Bendapudi, Neeli</namePart>
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<abstract displayLabel="Summary">When you lose a star performer who has built up strong customer relationships, something else is at stake: The star's customers may also walk out the door. In a study the authors asked customers how they felt and discovered three main concerns. First, customers can become attached to a particular key contact employee, and if that person leaves, they wonder whether service will suffer. Second, customers fear that a replacement won't be as good as the employee who left. Third, customers want information about the changeover and how you will manage the transition. In the article, the authors also include a scorecard to rate your company on how well you are protecting customer relationships when employee turnover occurs</abstract>
<note type="statement of responsibility">by Neeli Bendapudi and Robert P. Leone</note>
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<topic>Servicio al cliente</topic>
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<topic>Fidelización de clientes</topic>
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<topic>Infidelidad del empleado</topic>
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<text>November 2001 ; p. 104-112</text>
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