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Customer Relationship Management Concepts And Technologies
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Mục lục
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
Three stages of the customer lifecycle
Generic goals of customer retention and development
Simple customer retention definition
The appropriate time frame
Can you tell if a customer has defected?
Three measures of customer retention
Retention issues
Customer retention vs. value retention
The economic argument for customer retention
Which customers to retain?
Commitment and retention
Why focus on newly acquired customers?
Two basic strategies for customer retention
Negative and positive customer retention strategies
DRIVER TO INCREASE CUSTOMER VALUE
CLASSYFY CRM TOOLS
What is customer delight?
Bridging the gaps: importance against performance
Customer delight through product quality