000			01895nam a2200265Ia 4500
001			158407
003			BIBL
005			20160527182957.0
008			920122s1992 ilua 001 0 eng
010			_a 92001295
020			_z1556236050
049			_aevlg
050	0	0	_aHF5415.5 _b.V38 1992
082	0	0	_a658.8/12 _220
100	1	0	_aVavra, Terry G. _2Local _9184471
245	1	0	_aAftermarketing _bhow to keep customers for life through relationship marketing _cTerry G. Vavra.
260			_aHomewood, Ill. _bBusiness One Irwin _cc1992.
300			_axv, 292 p. _bill. _c25 cm.
504			_aIncludes bibliographical references (p. 276-279) and index.
505	0		_aA change of orientation : retention instead of conquest -- Appendix 1. A survey of the top 100 advertisers to assess attitudes about retention versus conquest marketing -- What you need to know : collecting the right information -- Appendix 2. Suppliers of external databases and mass-compiled databases -- The value of a customer information file -- Blueprinting customer contact opportunities -- Encouraging an informal dialogue with customers -- Appendix 5. Analysis of customer communications -- Establishing a formal dialogue : follow-up after sale -- Appendix 6. Who's satisfying their customers -- Maintaining customer contact : communication programs -- Appendix 7. Sponsorships of special events by U.S. and international marketers -- What to do when you fail : lost customer programs -- Building an internal organization to support aftermarketing -- Quality, servicing, and aftermarketing--the components of relationship marketing -- Appendix 10. How to determine if your business or organization is conquest or retention oriented.
650		0	_aCustomer relations _2Local _983490
650		0	_aConsumer satisfaction _2Local _979985
650		0	_aCustomer service _2Local _983492
740	0	1	_aRelationship marketing.
999			_c128547 _d128547