Effective Customer Retention: A Business Presentation

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Managing Customer
Retention

Table of contents
 Title
 Introduction
 Customer retention-definition
 Myths about customer Retention
 Determinants of customer retention
 Customer retention Amazon
 Strategy for customer retention.
 Tools for customer retention
 Data analysis tools for customer retention
 Conclusion
 References

Introduction
Presentation about the
customer retention
Analysis of customer
retention Amazon
Description of customer
retention strategies.
Methods and data analysis
tools for customer retention

Customer retention-definition
 Customer retention can be
defined as: When the
customer continues to
purchase goods and services
over a period of time.
 The customer shows that they
have an intention to purchase
the products and services on
their next purchase.

Myths about Customer Retention
Maximizing the customer
retention leads to maximization
of profits
A company must have 100%
customer retention

Determinants of customer retention
Customer expectations
Value for money.
Customer service.
Ease of purchase
Loyalty mechanism.

Customer retention- Amazon
Amazon has 11 million new
customers.
Amazon learns about the needs of its
customers.
Use of value added features

Strategy of customer retention- Amazon
Changing rates of retention
Acquisition retention link
Short term losses for long
term gains

Tools for customer retention
Data sources and
data bases
Accounting and
measuring
Measurement by-
Survival mode and
RFM model

Data Analysis tools for customer retention
Decline analysis
RFM analysis
RS matrix

Conclusion
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Reference
 Scherer, A., Wünderlich, N.V. and Von Wangenheim, F., 2015. The
Value of Self-Service: Long-Term Effects of Technology-Based
Self-Service Usage on Customer Retention. MIS quarterly, 39(1).
 Han, H. and Hyun, S.S., 2015. Customer retention in the medical
tourism industry: Impact of quality, satisfaction, trust, and price
reasonableness. Tourism Management, 46, pp.20-29.
 Kumar, V. and Reinartz, W., 2016. Creating enduring customer
value. Journal of Marketing, 80(6), pp.36-68.