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Importance Of Retention

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The importance of customer retention.

Economía y finanzasEmpresariales
1 de 21
C ustomer R etention
CUSTOMER RETENTION ,[object Object],[object Object],[object Object]
THE INCREASING IMPORTANCE OF CUSTOMER RETENTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THE INCREASING IMPORTANCE OF CUSTOMER RETENTION ,[object Object],[object Object],[object Object],[object Object],[object Object]
THE BENEFITS OF CUSTOMER RETENTION ,[object Object],[object Object],[object Object],[object Object],[object Object]
How Much Profit a Customer Generates Over Time Source: Adapted from Frederick F. Reichheld and W. Earl Sasser, Jr., “Zero Defections: Quality Comes to Services,” Harvard Business Review (September-October 1990, pp. 106-107.
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER RETENTION TACTICS
CUSTOMER RETENTION TACTICS ,[object Object],[object Object],[object Object],[object Object]
IS IT ALWAYS WORTHWHILE TO KEEP A CUSTOMER? ,[object Object],[object Object],[object Object],[object Object],[object Object]
EMERGING CUSTOMER RETENTION PROGRAMS ,[object Object],[object Object]
COMMENTS ABOUT FREQUENCY MARKETING ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
EMERGING CUSTOMER RETENTION PROGRAMS ,[object Object],[object Object],[object Object],[object Object],[object Object]
TYPES OF SERVICE GUARANTEES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THE BENEFITS OF GUARANTEES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THE BENEFITS OF GUARANTEES ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],THE BENEFITS OF GUARANTEES
[object Object],[object Object],[object Object],[object Object],[object Object],RISKS ASSOCIATED WITH GUARANTEES
[object Object],[object Object],[object Object],[object Object],[object Object],SUGGESTED CONDITIONS FOR OFFERING SERVICE GUARANTEES
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER DEFECTIONS
SATISFACTION & DEFECTIONS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SATISFACTION & DEFECTIONS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Importance Of Retention

  • 1. C ustomer R etention
  • 2.
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  • 4.
  • 5.
  • 6. How Much Profit a Customer Generates Over Time Source: Adapted from Frederick F. Reichheld and W. Earl Sasser, Jr., “Zero Defections: Quality Comes to Services,” Harvard Business Review (September-October 1990, pp. 106-107.
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