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CONTACT InterAct, Inc. 5 Mountainside Road Berkeley Springs, WV 25411 304.258.1611 voice 304.258.2003 fax Send Us 
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© Copyright 2003 InterAct, Inc. All Rights Reserved |
| Customer Retention Manager Program |
"Building a highly loyal customer base cannot be done as an add-on. It must be integral to a company's basic business strategy. Loyalty leaders are successful because they have built their entire business systems around customer loyalty; because they recognize that a company earns customer loyalty by consistently delivering superior value; because they understand the economic effect of retention on revenues and costs and can therefore intelligently reinvest cash flows to acquire and retain the most valuable customers and employees. Loyalty is one of the great engines of business success. Profit is a consequence of value creation, which along with loyalty, makes up the real heart of any successful long-lasting business institution."
"The Loyalty Effect - The Hidden Force Behind Growth, Profits, and Lasting Value"
Frederick F. Reichheld
Program Outline:
The Economics of Customer Retention
The Benefits of a Customer Retention Manager Program
Overview of the Customer Retention Manager Program
The Process of Customer Retention is a Series of Customer Satisfaction Steps
Customer Satisfaction Action Plan
- Customer Satisfaction Survey
- Customer Satisfaction Business Plan
- Customer Satisfaction Business Plan Achievement and Exit Interview
Targeting Customer Retention Manager Program Customers
"Companies that earn superior levels of customer loyalty and retention also earn consistently higher profits and they grow faster as well."
"A five percentage point advantage in customer retention translates into a growth advantage equal to a doubling of customer inventory every fourteen years. An advantage of ten percentage points accelerates the doubling to seven years."
Frederick F. Reichheld