Cooper, Upton, and Seaman (2005) conducted a comparative analysis of family and non-family business practices centered on customer relationship management. The purpose of the study was to gain insight into how family-owned businesses employ customer relationship management (CRM) practices and strategies to improve relationships with their clients, encourage customer loyalty, and grow their businesses. The researchers theorized that family-owned businesses (which are generally smaller than publicly held companies or chains) are in a unique position to leverage relationship building into a sustainable competitive adv
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