Page 91 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes 3. Differentiate between positive customer retention strategy & negative customer retention
strategy.
4. Explain the concept of customer delight.

5. Describe the keys of customer retention.
6. What do you understand by customer loyalty? Have you ever been loyal to a particular
brand? Give reasons for it.

7. Briefly explain the trends in customer retention.
8. Write short note on factors that affect customer loyalty.

Answers: Self Assessment

1. Retention 2. Relationship
3. Defections 4. Negative
5. Manpower 6. Account information

7. Systems selling 8. CRM
9. Loyalty 10. Effective marketers

6.9 Further Readings

Books Besterfield. Dale H. (2011), Total Quality Management, Pearson Education, India
Charantimath M. Poornima (2009), Total Quality Management. Pearson Education,
India
Mukherjee, N.P. (2006), Total Quality Management, PHI Learning Pvt. Ltd.
Nigam, Shailendra (2009), Total Quality Management, Excel Books, India

Online links http://prr.hec.gov.pk/Chapters/276S-2.pdf
http://totalqualitymanagement.wordpress.com/tag/customer-retention/
http://www.pulseplm.com/wp-content/pdf/crm4pp.pdf

http://www.scribd.com/doc/91797946/Total-Quality-Management

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