Customer Defections in Services
Customer Defections in Services
In week 2, we introduced you to the concept of customer defections, types of defectors and its impact on businesses depending on the nature of the industry. Let us now look at customer defections specifically from a service context. How do certain businesses have an advantage over other businesses in managing defections?
Class Sessions
1- Benefits of CRM
2- Marketing Benefits
3- Service Benefits
4- Benefits to Customers
5- Learning Goals
6- Four Types of Bonds
7- Types of Defectors
8- Strategies to reduce customer defections
9- CRM Framework -Switching
10- CRM Framework -Satisfaction
11- CRM Framework -Trust
12- CRM Framework -Commitment
13- CRM Framework -Loyalty
14- Summary
15- Additional Resources
16- summary
17- Additional Resource
18- Characteristics of Service
19- Customer Defection in Service
20- Summary and additional Resources
21- Sales Force Automation