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Kundenabwanderung
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Angesichts gesttigter, wettbewerbsintensiver Mrkte muss nicht nur die Kundenbindung, sondern auch die Kundenabwanderung im Fokus des Customer Relationship Managements (CRM) stehen. Renommierte Vertreter der Marketing- und Controllingforschung sowie Praktiker aus namhaften Unternehmen zeigen auf, wie man Kundenabwanderungen frhzeitig erkennen, diesen entgegenwirken und abgewanderte Kunden wieder zurckgewinnen kann. Sie liefern eine aktuelle Bestandsaufnahme und einen Gesamtberblick zu wichtigen Aspekten der Kundenabwanderung. Erfolgreiche Beispiele aus der Praxis untermauern die wertvollen Hinweise fr ein effizientes und effektives Customer Recovery Management.
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