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Products & Services Customer Service Customer Loyalty Management Retaining and Growing Customers

Managing Customer Relationships: Loyalty and Retention Programs

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ID: 4561


Features:

Metrics, Graphics, Summary Matrix


Published: Pre-2013


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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  • STUDY OVERVIEW
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Based on a survey of 45 organizations, this 22-slide presentation identifies how companies manage customer relationships through retention and loyalty programs. Key topic areas in this study include: organizational structure of the marketing/customer service group, division of responsibilities between headquarters and field operations and types of customer retention rates and loyalty programs.
Companies can use this information to identify performance gaps and prioritize areas for improvement in their customer relations and loyalty/retention programs.

The study found that customer service is one of the top five factors in retaining customers and growing customer loyalty, however, product quality and price are rated as the most essential factors. Survey respondents rated customer satisfaction levels and purchasing behavior as the primary measurements of loyalty program effectiveness and 72% of the companies surveyed have a loyalty/retention program.

This information was collected from Best Practices, LLC Internet Benchmarking Exchange service.

Industries Profiled:
Service; Financial Services; Aerospace; Telecommunications; Transportation; Computer Software; Insurance; Manufacturing; Energy; Utilities; Shipping; Chemical; Pharmaceutical; Medical Device; Computers; High Tech; Retail; Electronics; Research


Companies Profiled:
ADP; BankOne; Rockwell Collins; Bell South; Air Canada; Cognos; Southern Provider Consultant; Consolidated Container Company; Deloitte & Touche; Concord Communications; Inc.; First Choice Power; DHL Worldwide Express; Misys Healthcare Systems; DuPont; Lakeview Technology; Invitrogen; NDS; Intrado; Nova Information Systems; MetLife; Microsoft; Republic Windows & Doors; Sears; Telus Corp.; Texas Instruments; WestGroup


If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.