Customer Referral Management: Optimal Reward Programs
Marketing Science
E-auction web assessment model in China
Electronic Commerce Research
The relationship between website quality, trust and price premiums at online auctions
Electronic Commerce Research
Electronic Commerce Research
Critical review of the e-loyalty literature: a purchase-centred framework
Electronic Commerce Research
Electronic Commerce Research
Electronic word-of-mouth and online reviews in tourism services: the use of twitter by tourists
Electronic Commerce Research
Banks and information technology: marketability vs. relationships
Electronic Commerce Research
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The primary concern of CRM is core customers from convergence environments. They show such passionate partnership with the company that they actively put forth their opinion to improve products and service through voluntary pro-company activities and participate in the development of new products through open innovation. Therefore, the top priority of a company should be given to defining its core customers and accurately understanding and managing them, which would contribute to the growth of the company. This study has the purpose to identify net promoter score (NPS) of company by adopting index that evaluates the degree of customer loyalty to the company in judging the relationship of company and customer, and later on establish strategy to increase the number of loyal customers by classifying customers by the score. It has become more important nowadays how to manage a long-term customer relationship, for it can assure the company of increased income in spite of steep competition with rival companies. Therefore strong customer relationship is an important means of proving the company with competitive edge and maximizing company income. In addition, as NPS serves as adjustment variable, net promoters were analyzed to contribute to store loyalty significantly. The way for bookstore `A' to grow as a company with potential for future growth would be re-establish customers through one more in-depth analysis of customers as well as seek for methods to raise NPS.