The director of customer relationships, Mike Thomas, at the second leading supplier of residential security systems in the United States, set out to scrutinize data from 61,235 customer "saves" in order to determine if the offer used to convince a customer not to discontinue service affected the subsequent longevity of the saved relationship.
If some offers led to subsequent additional relationships, Thomas's next step would be to honor customer service representatives for these higher-quality saves.
Saving Customers at Vigil Home Security case study solution
PUBLICATION DATE: May 13, 2013 PRODUCT #: UV6669-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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