Customer Retention in a week, 3rd edition

This book aims to emphasise the overriding importance for businesses of retaining customers, and to explain how a successful customer focus can be achieved and maintained.

Topics include:
The value of focusing on retaining existing customers
Identifying customers and finding out what they want
Offering incentives to maintain customer loyalty
Mobilising employees to give customers what they want
Retaining customers when things go wrong

Contents List:
1 - Introduction
2 - Sunday: Why is it important to retain customers?
3 - Monday: Putting your customers first
4 - Tuesday: What do your customers want?
5 - Wednesday: Mobilising employees to give customers what they want
6 - Thursday: Getting better all the time
7 - Friday: Retaining customers when things go wrong
8 - Saturday: Rewarding people

The Authors:
Jane Smith is a consultant in training design and developing open learning materials. Her company, Word Smiths, provides writing, editing and design services to a variety of public and private sector clients. She delivers management and personal development workshops and has written several successful books on associated subjects.

More related books from the In a Week series...
CRM in a week
Customer care in a week
Consumer behaviour in a week