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Terry Vavra

How to Keep Customers for Life through Relationship Marketing

A change of orientation: retention instead of conquest; What you need to know: collecting the right information; The value of a customer information file; Blueprinting customer contact opportunities; Encouraging an informal dialogue with customers; Establishing a formal dialogue: satisfaction measurement; Maintaining customer contact: communication programs; What do when you fail: lost customer programs; Building an internal organization to support aftermarketing; Quality and aftermarketing the key components of relationship marketing.

Paperback No wear

Additional information

Weight 16 oz


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