Saving Customers at Vigil Home Security
Pfeifer, Phillip E...
Saving Customers at Vigil Home Security
QA-0804 | Published May 13, 2013 | 5 pages Case
Collection: Darden School of Business
Product Details
Mike Thomas, director of customer relationships at the second-leading provider of residential security systems in the United States, set out to examine data from 61,235 customer "saves" in order to determine if the offer used to persuade a customer not to discontinue service affected the subsequent longevity of the saved relationship. If some offers led to longer subsequent relationships, Thomas's next step would be to reward customer service representatives for these higher-quality saves.
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