how to keep customers for life through relationship marketing Vavra, Terry G. creator text ilu Homewood, Ill Business One Irwin c1992 1992 monographic eng

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xv, 292 p. : ill. ; 25 cm. A change of orientation : retention instead of conquest -- Appendix 1. A survey of the top 100 advertisers to assess attitudes about retention versus conquest marketing -- What you need to know : collecting the right information -- Appendix 2. Suppliers of external databases and mass-compiled databases -- The value of a customer information file -- Blueprinting customer contact opportunities -- Encouraging an informal dialogue with customers -- Appendix 5. Analysis of customer communications -- Establishing a formal dialogue : follow-up after sale -- Appendix 6. Who's satisfying their customers -- Maintaining customer contact : communication programs -- Appendix 7. Sponsorships of special events by U.S. and international marketers -- What to do when you fail : lost customer programs -- Building an internal organization to support aftermarketing -- Quality, servicing, and aftermarketing--the components of relationship marketing -- Appendix 10. How to determine if your business or organization is conquest or retention oriented. Terry G. Vavra. Includes bibliographical references (p. 276-279) and index. Customer relations Customer services Consumer satisfaction Advertisers Attitudes HF5415.5 .V38 1992 658.8/12 1556236050 9781556236051 92001295 DLC 920122 20080306152407.0 1086035