분야
pptx2. Case Analysis
3. Our Evaluation & Conclusion
4. Q & A
However,
There are some customers the company should not try to serve.
Customers who switch the companies frequently
Trying to retain all of your profitable customers is elementary.
Defection should be a key performance measure for senior management and a fundamental component of incentive system.
Managers should encourage employees to pursue zero defections by trying incentives, planning, and budgeting to defection targets.
The winners will be those who lead the way
in managing toward ZERO DEFECTIONS.
5% decrease in defection rate increased more than 125% of its average customer value.
Eight years later, MBNA's defection rate(5%) is one of the lowest in its industry.
Industry ranking went up to 4th from 38th.
Profits have increased sixteenfold.
More and more job applicants
