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" Customer winback : "
Jill Griffin, Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.
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BL
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| Record Number
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993693
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| Doc. No
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b748063
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| Main Entry
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Griffin, Jill.
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| Title & Author
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Customer winback : : how to recapture lost customers and keep them loyal /\ Jill Griffin, Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.
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| Edition Statement
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1st ed.
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| Publication Statement
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San Francisco :: Jossey-Bass,, ©2001.
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| Series Statement
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The Jossey-Bass business & management series
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| Page. NO
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1 online resource (xxii, 314 pages) :: charts
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| ISBN
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0787959448
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: 1280350970
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: 6610350973
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: 9780787959449
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: 9781280350979
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: 9786610350971
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0787946672
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9780787946678
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| Bibliographies/Indexes
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Includes bibliographical references (pages 291-301) and index.
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| Contents
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Customer WinBack; Contents; Foreword; Preface; Acknowledgments; The Authors; Part One: How to Win Back Lost Customers; 1 Why Customer Win-Back Is Critical to Your Success; 2 Managing the Big Three: Acquisition, Retention, and Win-Back; 3 Winning Back a Lost Customer; 4 How to Save a Customer on the Brink of Defection; 5 Mobilizing and Managing a Win-Back Team; Part Two: Making Your Company Defection Proof; 6 When You Think Your Customer Is Safe from Defection; 7 Building a Customer Information System That Drives Loyalty; 8 Targeting Prospects with Strong Loyalty Potential.
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| Abstract
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Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already.
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Customer loyalty.
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Customer relations.
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Customer services.
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BUSINESS ECONOMICS-- Customer Relations.
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Customer loyalty.
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Customer relations.
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.G753 2001eb
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| Added Entry
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Lowenstein, Michael W.,1942-
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