Customer Retention ManagementProcesses

Jun 18th, 2015
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Alcorn State University
Course: general
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The sole purpose of a business Peter Drucker (1973) once famously claimed was “tocreate a customer”. However, keeping the customer has become regarded as equally, ifnot more important, since Dawkins and Reichheld (1990) reported that a 5 per centincrease in customer retention generated an increase in customer net present value ofbetween 25 per cent and 95 per cent across a wide range of business environments.

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Table of contentsAcknowledgmen.1Introduction2Literature Review...3Problem Statement.8Research Objectives & Questions..9Theoretical Framework9Methodology..10Data Analysis.10Limitaton of the study.17Definitions of the Key Words.17References..18Appendix.21Questionnaire.22Acknowledgment: l have taken efforts in this project. However, it would not have been possible without the kind support and I help of many individuals and organizations. I would like to extend my sincere thanks to all of them. I am highly indebted to (customer retention in management) for their guidance and constant supervision as well as for providing necessary information regarding the project & also for their support in complet

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