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Customer Retention Programs of CRM and Customer Retention in E-Banking
International Journal of E-Entrepreneurship and Innovation, 2012This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention.
Alireza Nili, Abbas Keramati
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2003
It has been suggested that it costs up to five times as much to win a new customer as it does to retain an existing customer. The costs of capturing market share are not always easy to gauge, but there are many companies who now regret earlier strategies based on the blind pursuit of volume.
Malcolm McDonald +2 more
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It has been suggested that it costs up to five times as much to win a new customer as it does to retain an existing customer. The costs of capturing market share are not always easy to gauge, but there are many companies who now regret earlier strategies based on the blind pursuit of volume.
Malcolm McDonald +2 more
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Designing a Customer Retention Plan
Journal of Business Strategy, 1992What is your company's customer retention rate? How many customers are price defectors? Have you identified barriers that prevent customers from switching to a competitor? In this article, the author outlines a game plan to increase customer retention.
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Retention and Customer Satisfaction
Compensation & Benefits Review, 2001Unifi Network, a subsidiary of Pricewaterhouse- Coopers, conducted a recent study that examines the impact of employee turnover on customer satisfaction within six different industries: banking, investment management, personal computing, property and casualty insurance, retail sales and telecommunications.
Thomas F. Casey, Karen Warlin
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Customer Immersiveness and Customer Retention
The paper explores how consumer immersiveness is related to customer retention for the Metaverse platform. The study explores the effectiveness of Consumer Immersiveness and its applicability in the metaverse universe. The constructs studied under consumer immersiveness are brand Value and Brand Trustworthiness.Aditi Srivastava +3 more
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Customer retention management processes
European Journal of Marketing, 2006PurposeCustomer retention has been a significant topic since the mid‐1990s, but little research has been conducted into management processes that are associated with excellent customer retention performance. This research investigates the associations between customer retention outcomes and a number of management processes including customer retention ...
Lawrence Ang, Francis Buttle
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Customer Retention at Milliken
Managing Service Quality: An International Journal, 1994Describes how Milliken embarked on its pursuit of excellence in customer satisfaction. Its main means of doing this is by an annual customer survey carried out by an independent firm of consultants. Outlines the lessons learned since these surveys were started in 1985. This includes the importance both of internal customer‐supplier relationships and of
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Customer satisfaction, customer retention, and market share
Journal of Retailing, 1993Abstract We provide a mathematical framework for assessing the value of customer satisfaction. The framework enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular customer satisfaction elements. This makes it possible to hold customer satisfaction programs
Roland T. Rust, Anthony J. Zahorik
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Customer Empowerment, Customer Retention, and Performance of Firms
2023This study looked into how customer empowerment affects a company's performance (i.e., a bank). The relationship between customer empowerment and the firm's performance of banks in India's Delhi and NCR region has been studied, and innovation and customer satisfaction have been found to mediate this relationship.
Manoj Kumar Mishra, Leena Singh
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Customer Retention Strategies and Customer Loyalty
2017Since loyal customers are the most important assets of a company, companies have been giving attention to developing customer retention and loyalty programs. The fundamental purpose of customer retention efforts is to ensure maintaining relationships with value-adding customers by reducing their defection rate.
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