Customer Retention Management

Topics: Marketing, Customer relationship management / Pages: 16 (3753 words) / Published: Oct 9th, 2013
Mr.Ch.Trinadha Rao, Asst. Professor
Miracle School of Management,
Miracle Educational Society Group of Institutions (Approved by AICTE, New Delhi & Affiliated to JNT University, Kakinada) Kongavani Palem, Bhogapuram, Vizianagaram (Dist)-535216, Andhra Pradesh, India Tel: 08922- 248600 (0), Mob: 9949731213, Email:

Mr.B.Bala Murali, Asst. Professor
Miracle School of Management,
Miracle Educational Society Group of Institutions (Approved by AICTE, New Delhi & Affiliated to JNT University, Kakinada) Kongavani Palem, Bhogapuram, Vizianagaram (Dist)-535216, Andhra Pradesh, India Tel: 08922- 248600 (0), Mob: 8099198129, Email:


Customers can only be retained if they are loyal and motivated to resist competition. When customers are merely satisfied with the service they receive they may still "walk". The customer retention management relies on the combination of High satisfaction with product performance and customer service, High intention to continue to do business, High willingness to recommend to others. Keeping in this view the present paper focus on the basic principles that would need for customer

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