文章基本信息

标题：Fuzzy indicators for customer retention
本地全文：下载
作者：Leslier Valenzuela-Fernández ; Carolina Nicolas ; Jaime Gil-Lafuente 等
期刊名称：International Journal of Engineering Business Management
印刷版ISSN：1847-9790
电子版ISSN：1847-9790
出版年度：2016
卷号：8
DOI：10.1177/1847979016670526
语种：English
出版社：InTech
摘要：It is widely known that market orientation (MO) and customer value help companies achieve sustainable sales growth over time. Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio. The work uses 300 sales executives. This exploratory study concludes that indicators such as MO, customer orientation (CO), degree of CO value of sales force, innovation capability, lifetime value, and customer service quality positively influence customer retention and loyalty portfolio.