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Focusing on Post Sales Experience January 24, 2007
Tien Tzuo    |   Salesforce.com
Entrepreneurial Thought Leaders Lecture
Description
Tzuo explains that with a free trial product model, a high percentage of customers don't end up buying the product. However, it is still important to provide post sales service.  A good point of sustainability is when customers have been using the product for some time and it is difficult to unplug them from it, he says.

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