Managers are recognizing that high levels of customer satisfaction and retention are critical to profitability, thus many firms have incorporated customer satisfaction-based incentives (CSBI) into their sales compensation plans.

Question

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Managers understand that satisfied and loyal customers are more likely to contribute to a company's profitability, so they often use CSBI to motivate sales teams to prioritize customer satisfaction.

Managers Are Recognizing That High Levels of Customer Satisfaction and Retention