Question: The chapter discussed how Siebel Systems operated a reference programme where previous purchasers of products were encouraged to discuss their experiences of a product with

The chapter discussed how Siebel Systems operated a reference programme where previous purchasers of products were encouraged to discuss their experiences of a product with potential new customers. What are the advantages and disadvantages of such progress for companies like Siebel Systems?

For previous customers? For prospective customers?

For competitor firms?

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