Essays about: "customer retention management"

Showing result 16 - 20 of 39 essays containing the words customer retention management.

1. 16. Retain your gamblers : A study of behavioural loyalty in a market with low switching costs

   University essay from Luleå tekniska universitet/Institutionen för ekonomi, teknik och samhälle

   Author : Oliver Fjätström Zetterberg; Julia Schelin; [2017]
   Keywords : Loyalty program; Switching costs; Online casino; Video slots; Churn rate;

   Abstract : The iGaming industry has exploded the last decade. With more competitors on the market with low switching costs, retention of players is an issue not yet resolved. Attracting players through offers has made the iGaming industry less lucrative due to its high competition, where a “bonus war” has taken over. READ MORE

3. 17. Understanding when customers leave : Defining customer health and how it correlates with software usage

   University essay from Uppsala universitet/Institutionen för teknikvetenskaper

   Author : Robert Åman; [2017]
   Keywords : Customer Success; Customer Relationship Management; customer health; perceived value; satisfaction; loyalty; retention; churn; SaaS;

   Abstract : More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. READ MORE

4. 18. The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon

   University essay from Högskolan i Gävle/Avdelningen för ekonomi

   Author : Hummam Wasfi; Olena Kostenko; [2014]
   Keywords : Complaint Management; Satisfaction; Loyalty; Retention; Banks; Sweden; Lebanon;

   Abstract : Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. READ MORE

5. 19. Communication in Complaint Handling

   University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologi

   Author : Kim Dao Jonsson; [2013-09-20]
   Keywords : Swedish Telecom; complaint handling; post-complaint satisfaction; negative emotions; behavioural intentions; perceived justice;

   Abstract : Due to the importance of understanding what circumstances make customer complaint handling successful and how to achieve an effective result; this thesis aims to study the communication failure in the responses given by Swedish telecom companies’ customer service to consumer complaints, and post-complaint consumers’ reactions to those complaint responses through emotions and behavioural intentions. Since previous research about complaint management did not put much focus on communication role as well as on post-complaint consumers’ responses to organizational complaint handling, this study, based on the analysis of authentic customers’ complaint experience with Swedish telecom, incorporates the interactional dimension into the existing models of cognitive and affective antecedents of satisfaction with complaint handling. READ MORE

6. 20. Kundportföljen i praktiken : en fallstudie av Orsa Lamellträ AB

   University essay from SLU/Dept. of Forest Products

   Author : Jon Snögren; [2013]
   Keywords : Kundrelationer; Kundportfölj; Kundvärde; Customer relations; Customer portfolio; Customer value; Customer Portfolio Management; Customer Perception of Value; Customer perceived value ;

   Abstract : Orsa Lamellträ har under 2011 och 2012 märkt en minskad försäljning på sin limfog. Bland annat är det stark konkurrens från Östeuropa och en stark kronkurs som ses som orsak till den nedsatta efterfrågan. READ MORE