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Marketing - Customer Retention

 

 
Customer retention management processes A quantitative study. This research investigates the associations between customer retention outcomes and a number of management processes including customer retention planning, budgeting and accountability and the presence of a documented complaints-handling process. It was found that excellence at customer retention is positively and significantly associated with the presence of documented complaints-handling processes. None of the other variables is significantly associated with the dependent variable. pdf 2005

 

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Status: 29. Juni 2011