Higher profits through customer lock-in : a roadmap - Buschken, Joachim, 1964- (Mason, Ohio : Thomson, 2004)
Getting out of the customer satisfaction trap -- Customer lock-in in action -- The economics of switching costs : where's the beef? -- Who wins the game? -- Changes to buying behavior -- The new approach to market segmentation -- Motivate and enable brand-specific learning -- Understand and seek contractual lock-in -- Loyalty rewards, but better beware! -- Innovate for technological lock-in -- Creating switching costs through the customer-supplier relationship -- Creating switching costs : a synopsis -- Differentiating the strategy -- Converting switching costs into price premiums -- Leveraging customer switching costs through new product development -- Dealer support for your lock-in strategy -- Addressing customers' risk in communication -- Monitoring the contribution of customer lock-in -- Organizational imperatives for the customer lock-in strategy -- An outlook on lock-in strategy
Includes bibliographical references (p. 189-192) and index
Keywords: Customer relations; Customer loyalty; Customer services