A holistic framework to embed good company practice for customer retention
Journal Article
McCrory, B., Pilcher, N., & McMillan, J. (2017)
A holistic framework to embed good company practice for customer retention. The TQM magazine, 29(2), 257-275. https://doi.org/10.1108/TQM-11-2015-0139
Purpose: To detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging th...
Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service
Thesis
McCrory, B. Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service. (Thesis)
Edinburgh Napier University. Retrieved from http://researchrepository.napier.ac.uk/id/eprint/6439
Customer retention has long been considered an important element in achieving competitive advantage for business organisations. The increasingly turbulent economic environment...