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Recapturing Lost Customers

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References

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1,126 cited

1995Empirical Generalizations from Reference Price Research793 cited

Cited by

2006Customer relationship management: Finding value drivers407 cited
2009Customer relationship management and firm performance: the mediating role of business strategy284 cited
2009The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention273 cited
2008Understanding and profitably managing customer loyalty226 cited
2004Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes210 cited
2017In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions189 cited
2010Employee churn prediction188 cited
2009Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions179 cited
2006The WOW factor: Creating value through win-back offers to reacquire lost customers164 cited
2009The Diffusion of Services147 cited
2011Customer relationship management implementation140 cited
2007Customer Equity: Measurement, Management and Research Opportunities138 cited
2007Managing Customer Relationships138 cited
2009Dynamic Customer Management and the Value of One-to-One Marketing114 cited
2007A proposed multi‐dimensional approach to evaluating service recovery113 cited
2015Regaining “Lost” Customers: The Predictive Power of First-Lifetime Behavior, the Reason for Defection, and the Nature of the Win-Back Offer110 cited