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Which point is founded on Ahmad, Roentgen. and you will Buttle, F. (2001). Buyers maintenance: a possibly effective income administration method. Log off Proper Purchases, 9, 29–forty five.
Ahmad, R. and you may Buttle, F. (2002). Customers maintenance administration: an expression into concept and exercise. Revenue Cleverness and you can Believe, 20(3), 149–161.
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Ryals, L. (2008). Determining brand new indirect property value a buyers. Record away from Revenue Management, twenty four, 847–864; Ryals, L. and you may Knox, S. (2002). Is your visitors worthy of over currency? Record of Selling and you will User Properties, nine, 241–251.
A working brand of the size of the brand new user’s connection with a continuous supplier: this new role from pleasure
Based on Reichheld, F. F. and you can Sasser, W. Age. Jr (1990). No defections: top quality involves attributes. Harvard Company Review, Sept–October, 105–111; Reichheld, F. F. (1996). The loyalty impression. Boston, MA: Harvard Providers College or university Push.
10 Murphy, J. Good. (1996) Shopping banking. For the Buttle, F. (ed.) 74–90. eleven Eastern, R. and Hammond, K. (2000). Truth and you will fallacy from inside the storage sales. Performing papers, Kingston Providers College, Uk. several Bain & Co./Mainline (1999). Consumer purchasing online. Bain & Co. thirteen Eastern, R., Hammond, K. and you may Gendall, P. (2006), Truth and you may fallacy in the retention deals. Log off Sales Management, twenty two, 5–23. Reichheld (1996, op. cit.) shows make the most of customers information expands because the tenure lengthens. 14
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