In today’s economy, everyone is trying to do more with less. Charla Griffy-Brown, Ph.D., Associate Professor and Discipline Lead of Information Systems at the Graziadio School of Business and Management, is internationally recognized as one of the most active and prolific researchers in the technology management and innovation fields, and she has a passion for [...]
This is the last of a series of four blogs devoted to the topic of customer retention. Read Part 1, Part 2 and Part 3. The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as tools to ensure integrity, accountability and decision-making relative [...]
This is the third of a series of four blogs devoted to the topic of customer retention. Read Part 1 and Part 2. Every customer that you keep represents at least three that you don’t have to attract. Numerous research studies indicate that the cost of acquiring a new customer usually runs from two to [...]
This is the first of a four-piece series devoted to the topic of customer retention. Here, I will talk about retention, what it is, and why it drives successful business operations. The three subsequent blogs will present a conceptual framework for issues, rationale, cost models, and examples for use in developing and maintaining a loyal [...]
