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| Managing Customer Retention | 
| Authors: Robert C. Blattberg, Gary Getz, Jacquelyn S. Thomas
Publisher: Harvard Business School Press
Category: Book
Buy New: $6.95
Sales Rank: 872821
Format: Download: Pdf
Language: English (Published)
Media: Digital
Pages: 32
ASIN: B000DZE2EC
Publication Date: May 23, 2001
Release Date: October 25, 2008
Availability: Available for download now
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Product Description
Although initial promotions may lead to first-time purchases, a crucial factor in determining customer retention is the difference between customers' expectations and the perceived quality of the product and continued customer service. This chapter discusses determinants of customer retention and strategies with which to manage them.
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