Customer winback : how to recapture lost customers and keep them loyal /

Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business i...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Griffin, Jill
Other Authors: Lowenstein, Michael W., 1942-
Format: Electronic eBook
Language:Inglés
Published: San Francisco : Jossey-Bass, ©2001.
Edition:1st ed.
Series:Jossey-Bass business & management series.
Subjects:
Customer loyalty.
Customer services.
Customer relations.
Consommateurs > Fidélité.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Customer loyalty
Customer relations
Customer services
Andre fag (naturvidenskab og teknik) > Andre fag.
Online Access:Texto completo
Table of Contents:
  • Customer WinBack; Contents; Foreword; Preface; Acknowledgments; The Authors; Part One: How to Win Back Lost Customers; 1 Why Customer Win-Back Is Critical to Your Success; 2 Managing the Big Three: Acquisition, Retention, and Win-Back; 3 Winning Back a Lost Customer; 4 How to Save a Customer on the Brink of Defection; 5 Mobilizing and Managing a Win-Back Team; Part Two: Making Your Company Defection Proof; 6 When You Think Your Customer Is Safe from Defection; 7 Building a Customer Information System That Drives Loyalty; 8 Targeting Prospects with Strong Loyalty Potential.

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