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Abstract(s)
Research has shown that there is a negative correlation between the number of "lost customers" and business income. Stauss and Friege (1999) have
found that the net return on investment from a new customer is 23% compared to a 214% return on investment from the reinstatement of a customer
who has defected. Customer win-back is an important part of a customer relationship management strategy and focuses on the re-initiation and
management of relationships with customers that have lapsed or defected from a firm (Thomas, Blattberg, and Fox, 2004). This study presents an
ongoing doctoral research and is mainly conceptual in nature. It develops a theoretical framework of Customer Relationship Reactivation in B2C services
and is interested in a dual analysis relating relationship dissolution and reactivation in B2C services. The research questions are:
•Why do some ended relationships reactivate?
• How does the process of reactivation develop in B2C services?
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Keywords
Citation
Lopes, Luísa; Brito, Carlos; Alves, Helena (2012). Lost and win-back customers: towards a theoretical framework of Customer Relationship Reactivation. In 41st EMAC Conference. Lisboa