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| Author: | Buttgen, M. |
| Title: | Recovery Management - systematische Kundenrückgewinnung und Abwanderungsprävention zur Sicherung des Unternehmenserfolges |
| Journal: | Betriebswirtschaft
2003 : JAN-FEB, VOL. 63:1, p. 60-76 |
| Index terms: | MANAGEMENT ORGANIZATION CUSTOMERS |
| Language: | ger |
| Abstract: | Increasing competition and customer defection force more and more companies to turn their attention to lost customers and those who give notice to terminate their business relationship. This article provides a comprehensive process oriented approach for both, winning back customers and preventing customer defection. Based on the main targets of recovery management it describes the necessary analyses and discusses conditions under which alternative recovery activities should be applied. At the same time, it points out the importance of a monitoring recovery controlling. The paper provides a substantial list of references on this subject (original in German). |
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