K.C.

College
SUBJECT: Customer Relationship
Management
Semester- III
Sybbi
PRESENTED BY :-

Niraj Shah- 47 , Shefali

Bafna- 5
Rushad Irani- 18 , Ravindra
Mehta- 35 ,

CUSTOMER
RETENTION
MANAGEMENT

INDEX
CUSTOMER RETENTION
a. INTRODUCTION
b. WHAT IS CUSTOMER
RETENTION?
CUSTOMER LIFE CYCLE MARKETING
CUSTOMER LOYALTY
APPLE COMPANY
a. INTRODUCTION

CUSTOMER
RETENTION
INTRODUCTION
An important aspect for an organisation
is to think what should be the reasons that
enhance repeat purchase. Customers are the
most important part for the success of the
organisation and thus retaining the customers
is an important aspect for the organisation.

WHAT IS CUSTOMER RETENTION???

Customer retention is a strategy

whose objective is to keep a companys
customers and to retain their revenue
contribution. Primarily it aims to prevent
customers from going to the competitor.

CUSTOMER
LOYALTY
Customer loyalty is all about
attracting the right customer, getting
them to buy, buy often, buy more and
buy in higher quantities and bring in
more customers and to make use of
all the services and products offered
by the company.

Customer loyalty is build

by :-

SATISFACTION

PERFORMANCE
KEEPING IN TOUCH WITH THE CUSTOMERS
TREATING THEM WELL
FLEXIBILITY

INTRODUCTION
TO APPLE
Apple Was Established On April 1, 1976, By Steve
Jobs , Steve Wozniak And Ronald Wayne.
Apple Is An American Multinational Corporation
Headquartered In Cupertino, California.
Apple Is The Worlds Second Largest Information
Technology Company By Revenue And The Worlds
Third Largest Phone Maker.

How is the Personal

Information used ??
Keeps customers updated about the
latest products, softwares etc.
Helps to improve services towards
customers.
Helps in better advertising.
Develop, deliever and

Loyalty and retention

techniques
Apple consistently uses a
handful of techniques to simply
out-perform their competitors,
both in the creation and the
marketing of their products.
The following are the reasons

 Apple puts their

customers first.
Apple is impeccable in
their design.
Apple knows how to
write good copy.

 Apple ships 200% of

expectations.
Apple doesnt ship too
often.
Apple redefines
consumer demand.

At a time when consumer

retention rates for most
smartphone vendors are falling,
the iPhone is at an all-time high,
double that of even its closest
competitor. According to a survey
conducted by UBS, APPLE HAS A
93 PERCENT RETENTION RATE
far, far greater than its nearest
rival HTC, whose retention rate is
about 39 percent. Little
Wonder Apple Today Is The