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Customer Retention Management - Process Matters - A Market Insight

Product Type: Market Research Report
Published by: Frost & Sullivan
Published: October 2006
Product Code: R1-5303
Description
Research Overview

This market insight discusses the importance of the 'process' aspect of CRM in customer retention. This is illustrated with the help of a case study of a leading internet service provider, where we discuss some of the challenges faced by the company in customer retention, and the lessons learnt. Some of the process-centric best practices in customer retention are also discussed.
Table of Contents
  1 | CUSTOMER RETENTION MANAGEMENT - PROCESS MATTERS
   Customer Retention Management - Process Matters
      1. Introduction
      2. Case Study - Retention Gone Wild
      3. Value Out of Balance
      4. Retention Problems
      5. Retention Management Paths
      6. Conclusion
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