Companies that aim for "zero defections" (keeping every customer they can profitably serve) can make profits rise. Defection rates are both a measure of service quality and a guide for achieving it. By listening to the reasons why customers defect, manage

【書誌情報】

ページ数：11ページ

サイズ：A4

商品番号：HBSP-519X

発行日：2000/10/1

登録日：2007/8/16