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Research/Metrics     
 
This question has been closed, and points have been awarded.
Studies On Customer Retention Or Loss
Posted By: bwacclivus* on 1/4/2005 4:45 PM (CST) 250 Points
Looking for printed studies on customer loyalty/ retention, or reasons for loss of customers

Posted by: bobhogg Accepted Answer
1/4/2005 5:19 PM (CST)
bwacclivus...

Here's one website that you might find useful:

http://www.thewisemarketer.com

Hope it helps!

Bob
 
Posted by: SRyan ;] Member Response
1/4/2005 6:43 PM (CST)
If you visit the Search Questions page and follow the Search tips, you will learn how to use Google to find good MarketingProfs articles as well as some KHE threads on this topic.

Here's a few things (out of 800 results) that I found:

» MP article, How can marketing improve customer loyalty?
» MP article, Actions speak louder than words
» MP article, Customer loyalty is underwater

You could also visit www.googleguide.com to pick up some ideas for using Google to find what you need. Maybe the keywords you need are "customer retention marketing."
 
Posted by: Jett* Accepted Answer
1/4/2005 7:16 PM (CST)
I recommend www.CRMguru.com . Subscribe to their newsletter, search the archives, etc. You will find a TON of info...more than you want to know.

Good Luck!

 
Posted by: Manu Rajan Accepted Answer
1/5/2005 3:56 AM (CST)
Also do check out www.colloquy.com. They have case studies, white papers and even comparison matrices of loyalty programs.

Peppers and Rogers (I guess, it's onetoone.com or 1to1,com) and www.wunderman.com also will help you.
 
Posted by: AndrewS Member Response
1/5/2005 8:42 AM (CST)
Even our old friends at Google have some advice!
 
Posted by: thinkmor Accepted Answer
1/28/2005 5:44 AM (CST)
Hi Bwacclivus

What product? market? industry?

As a primer try:

http://www.amazon.com/gp/product/product-description/0471498181/ref=dp_prod...

You can also get a wealth of information from:

http://www.marketingsherpa.com

Articles:

http://www2.agsm.edu.au/agsm/web.nsf/Content/AGSMMagazine-Customerretention

http://harvardbusinessonline.hbsp.harvard.edu/b02/en/includes/search/search...

You can also search through papers published through management consultancies like Mckinsey, Bain & Co, Accenture, KPMG etc.

Customer retention rates vary from industry to industry and from brand to brand. I suggest you also contact people within the industry(ies) you are looking for. It also helps accuracy if you can cross reference several sources.

Hope this helps.

Zahid Adil
 
Posted by: Val (Moderator)* Moderator Response
2/4/2005 2:13 PM (CST)
Hello all. I am closing this question, since its more than two weeks old. We do this to make sure members' contributions are rewarded in a timely manner and to improve the visibility of newer questions.

Thanks, so much, for participating!
Val (Moderator)
 


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