Practices to Attract and Retention Client: Strategy to Improve Performance on SMEs in Beira City - Couverture souple

Ribaue, Albertina

 
9786202302777: Practices to Attract and Retention Client: Strategy to Improve Performance on SMEs in Beira City
Couverture souple
ISBN 10 : 6202302771 ISBN 13 : 9786202302777
Editeur : Scholars' Press, 2017

Synopsis

The competition makes customers have many options to buy product and/or services. Many SMEs do not realize that there is a need not to lose their customers. This article aims to analyse practices of attraction and retention of customers as the strategy for improving the performance of SMEs. To understand the attraction and retention of clients practice, it is important to go through the perception of the factors contributing to attraction and customer retention. To do this, the researcher preferred to use a qualitative approach to understand how the practices of attraction and retention can improve performance in SMEs. To ensure credibility and validity of the research, it was necessary to make the theoretical triangulation, methodology and data sources. The research applied literature review, documentary and semi-structured interview technique as data generation, and content analysis as a method of data processing. It considered attraction practices and customer retention as the following: right customers with right value proposition, positive relationship through acquisition, incorporate customer advocacy into day to day service and develop relationship to increase stickiness.

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Présentation de l'éditeur

The competition makes customers have many options to buy product and/or services. Many SMEs do not realize that there is a need not to lose their customers. This article aims to analyse practices of attraction and retention of customers as the strategy for improving the performance of SMEs. To understand the attraction and retention of clients practice, it is important to go through the perception of the factors contributing to attraction and customer retention. To do this, the researcher preferred to use a qualitative approach to understand how the practices of attraction and retention can improve performance in SMEs. To ensure credibility and validity of the research, it was necessary to make the theoretical triangulation, methodology and data sources. The research applied literature review, documentary and semi-structured interview technique as data generation, and content analysis as a method of data processing. It considered attraction practices and customer retention as the following: right customers with right value proposition, positive relationship through acquisition, incorporate customer advocacy into day to day service and develop relationship to increase stickiness.

Biographie de l'auteur

Albertina Celeste Inácio Ribáuè Mozambican by nationality was born in Angoche, Nampula Province. She has a PhD in Business Administration and Management from the Zimbabwe Open University (ZOU), Master in Business Administration and Management and an Honours degree in Economics and Management from the Catholic University of Mozambique (UCM).

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Scholars' Press
Date d'édition
2017
Langue
anglais
ISBN 10 
6202302771
ISBN 13 
9786202302777
Reliure
Broché
Nombre de pages
60
Coordonnées du fabricant
non disponible
Personne responsable
non disponible