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Marketing - Customer Retention


Maximizing Customer Retention: A Blueprint for Successful Contact Centers The best loyalty programs proactively analyze customer behavior in order to identify and address at-risk customers before they defect. However, when the loyalty program is not successful, it is usually up to the contact center to “save” the customer. Effective customer retention programs are enabled by customer relationship management (CRM) and analytics solutions. Formal and informal contact centers need these underlying systems in order to serve as the last line of defense for businesses of all sizes – small, mid-market and enterprise – that are threatened with losing their customers to competitors.
This white paper is a blueprint for building a successful contact center customer retention program. It provides strategies and tactics for companies of all sizes to employ in developing an effective approach that will yield high financial returns. pdf






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Status: 06. Februar 2010