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Customer retention management processes: A quantitative study
Ang, Lawrence; Buttle, Francis - In: European journal of marketing : EJM 40 (2006) 1-2, pp. 83-99
Persistent link: https://www.econbiz.de/10006075544
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Complaints-handling processes and organisational benefits: An ISO 10002-based investigation
Ang, Lawrence; Buttle, Francis - In: Journal of marketing management : MM 28 (2012) 9, pp. 1021-1043
Persistent link: https://www.econbiz.de/10009999996
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Does organisational culture influence CRM's financial outcomes?
Iriana, Reiny; Buttle, Francis; Ang, Lawrence - In: Journal of marketing management : MM 29 (2013) 3, pp. 467-493
Persistent link: https://www.econbiz.de/10010107620
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Managing For Successful Customer Acquisition: An Exploration
Ang, Lawrence; Buttle, Francis - In: Journal of marketing management : MM 22 (2006) 3, pp. 295-318
Persistent link: https://www.econbiz.de/10006954721
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Customer retention management processes
Ang, Lawrence; Buttle, Francis - In: European Journal of Marketing 40 (2006) 1/2, pp. 83-99
Purpose – Customer retention has been a significant topic since the mid‐1990s, but little research has been conducted into management processes that are associated with excellent customer retention performance. This research investigates the associations between customer retention outcomes...
Persistent link: https://www.econbiz.de/10014722301