Chapter 9 Managing the customer lifecycle: …

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Managing the customer lifecycle : customer retention and development Chapter 9 2558/4/2008 5:00:03 PM8/4/2008 5:00:03 2568/4/2008 5:00:04 PM8/4/2008 5:00:04 PM Chapter objectives By the end of this Chapter , you will understand: 1. what is meant by the term customer retention 2. the economics of customer retention 3. how to select which customers to target for retention 4. the distinction between positive and negative customer retention 5. several strategies for improving customer retention performance 6.

Managing the customer lifecycle: customer retention and development Chapter 9 CCH009-V522.indd 255H009-V522.indd 255 88/4/2008 5:00:03 PM/4/2008 5:00:03 PM

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