Title Customer winback : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers

Edition First edition Published San Francisco : Jossey-Bass, [2001] ©2001

Copies

Location	Call no.	Vol.	Availability
MELB	658.812 Gri/Cwh		AVAILABLE

Description xxii, 314 pages : illustrations ; 24 cm Series The Jossey-Bass business & management series Jossey-Bass business & management series. Contents Foreword / Don Peppers and Martha Rogers -- Pt. 1. How to Win Back Lost Customers -- 1. Why Customer Win Back Is Critical to Your Success -- 2. Managing the Big Three: Acquisition, Retention, and Win-Back -- 3. Winning Back a Lost Customer -- 4. How to Save a Customer on the Brink of Defection -- 5. Mobilizing and Managing a Win-Back Team -- Pt. 2. Making Your Company Defection Proof -- 6. When You Think Your Customer Is Safe from Defection -- 7. Building a Customer Information System That Drives Loyalty -- 8. Targeting Prospects with Strong Loyalty Potential -- 9. Leveraging the Power of Customer-Focused Teams -- 10. How to Build a Fiercely Loyal Staff -- App. A. The Customer Loyalty Compass: A Proven Process for Finding Customer Value -- App. B. Estimation of Second Lifetime Value (SLTV) Investment and Profitability Bibliography Includes bibliographical references (pages 291-301) and index Subject Customer loyalty. Customer relations. Customer services. Author Lowenstein, Michael W., 1942- LC no. 00011080 ISBN 0787946672

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