tracked nothing. They knew “regulars” by face, but nothing else. When someone didn’t show up for a week, they assumed the customer was busy.
Since I don't have your specific PDF page, I'll assume page 23 covers —core themes in Peelen's work. Here's a short, illustrative story based on those principles: Title: The Baker Who Remembered Customer Relationship Management Ed Peelen Pdf 23
That afternoon, the baker delivered her cookies personally—free. He also brought a small vase of tulips. tracked nothing
(run by an old student of Peelen’s framework) kept a simple CRM log: purchase frequency, favorite items, last visit date, and even a note— “Mevrouw de Vries: always buys two almond cookies, one for her sister in the care home.” last visit date