The Lifebelt: The Definitive Guide to Managing Customer RetentionISBN: 978-0-471-49818-6
Hardcover
300 pages
August 2001
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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Introduction.
Economics of Retention.
Understanding Customers.
Customer Focus.
Processes and Systems.
Employee Involvement.
Training and Development.
Measurement.
Continuous Improvement.
Communications.
Leadership.
Formalizing a Service Excellence Customer Retention Strategy.
Bibliography.
Index.
Economics of Retention.
Understanding Customers.
Customer Focus.
Processes and Systems.
Employee Involvement.
Training and Development.
Measurement.
Continuous Improvement.
Communications.
Leadership.
Formalizing a Service Excellence Customer Retention Strategy.
Bibliography.
Index.
Related Titles
General Management
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