Chapter 9 Managing the customer lifecycle: …

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Chapter 9Managing the customerlifecycle: customerretention anddevelopmentChapter objectivesBy the end of the Chapter , you will understand:1 what is meant by the term customer retention 2 the economics of customer retention3 how to select customers to target for retention4 the distinction between positive and negative customer retention5 several strategies for customer retention , including meeting and exceeding customerexpectations, finding new ways to add value, creating social and structural bonds, andbuilding emotional commitment6 the role of customer development7 why and how customers are sacked .IntroductionThis is the second of the three chapters that look at the critical issues ofprocess and structure for customer relationship management (CRM)implementation. The core CRM processes are customer acquisition, customer retention and customer development.

Managing the customer lifecycle: customer retention and development 299 found in the industry. Consider customer retention in an auto dealership

  Customer, Lifecycle, Retention, Managing, Managing the customer lifecycle, Customer retention