What’s the difference between a client and a customer? That’s a question I found myself asking repeatedly as I read a book I’ve had on my shelf since last fall, when Georgie Shockey, a principal with Ruck-Shockey Associates, recommended it to me. What Your Clients Won’t Tell You (and Your Managers Don’t Know) was written by John Gamble, president of Atlanta-based Tenacity, Inc. Gamble is a recognized authority on the subject of client retention, especially ...

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