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What is Customer Retention Management

Chapter 23
Handbook of Research on Mobile Marketing Management
The management of customer retention comprises the analyses, planning, enforcement and controlling of all arrangements concerning the actual customer
Published in Chapter:
Interactive Customer Retention Management for Mobile Commerce
Dirk Möhlenbruch (Martin-Luther-University Halle-Wittenberg, Germany), Steffen Dölling (Martin-Luther-University Halle-Wittenberg, Germany), and Falk Ritschel (Martin-Luther-University Halle-Wittenberg, Germany)
Copyright: © 2010 |Pages: 20
DOI: 10.4018/978-1-60566-074-5.ch023
Abstract
Mobile Commerce is of growing interest for vendors and customers and with that its importance within the mix of marketing and distributing channels increases. This is of particular significance when customer retention and improved service are essential success factors. Because of their focus on customer integration the instruments of Web 2.0 offer new interactive possibilities for customer retention management. With a systematization of the new web-based applications linked to an evaluation of existing possibilities of customer retention this chapter offers a reasonable frame of reference for the utilization of Web 2.0 within the success chain of customer retention management in Mobile Commerce. Combined with existing studies of the acceptance of Web 2.0 recommendations for a successful timely order of introduction are offered to reach optimal diffusion and retention rates.
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