Download PDF The Bottom Line on Customer Retention: It Pays to Care! (Dunvegan B2B Insights), by Anne Miner
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The Bottom Line on Customer Retention: It Pays to Care! (Dunvegan B2B Insights), by Anne Miner
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The Bottom Line on Customer Retention: It Pays to Care! reveals the secret to successfully managing customer retention. Author Anne Miner, a recognized expert when it comes to customer satisfaction measurement with more than 25 years experience, shares her journey from customer satisfaction to customer retention; along the way she debunks customer satisfaction mythology including the belief that customer satisfaction is a necessary condition for customer retention.
If you are frustrated with your company's customer satisfaction measurement program, disappointed in the lack of progress in improving customer retention, this book is for you. You will learn the three critical factors that play into customer retention, how to detect customers who are truly at risk and how to build competitor resistant customer relationships.
- Sales Rank: #1487666 in eBooks
- Published on: 2012-12-10
- Released on: 2012-12-10
- Format: Kindle eBook
Most helpful customer reviews
0 of 0 people found the following review helpful.
Customer Retention in The B2B World
By Yoda of The North
If you have ever wondered why some satisfied customers leave while some dissatisfied customers do not, then this is the book for you! It explains the B2B relationship and customer retention as a function of three factors and makes the (perhaps counter intuitive) point that customer satisfaction is not necessary for retaining customers in all instances. Well written, concise and to the point, this book will cause you to re-examine your ideas of what it takes to keep customers in the B2B world.
0 of 0 people found the following review helpful.
Customer Care
By CND in NC
Great information! Brings together years of experience in studying business to business relationships and presents The Dunvegan Group's findings in a clear and concise manner.
Makes you wonder why every business doesn't adopt their methods and recommendations.
0 of 0 people found the following review helpful.
Good Read
By Marc Bowers
This was an interesting read about customer satisfaction surveys and how to turn that into retaining customers. Good Read for retention/saves teams.
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