... Customer retention Despite the efforts and precautions a company may take to avoid errors or breakdowns during service delivery, failures are at one time or another bound to occur. According to Boshoff (1997, p. 110) , “Mistakes are an unavoidable feature of all human endeavor and thus also...

... Publishing Limited 2007 Market segmentation Selling methods Customer retention Services Financial services In mature markets, the need to adopt efficient marketing strategies becomes more critical. The financial services sector in the UK is an example. Following successive deregulation...