Abstract
We began the measurement of CZECH TELECOM customer retention in 1996. This step was closely connected with the sale in 1995 of a 25% share of the company to a foreign investor. The newly-incoming managers were used to standard customer satisfaction research, and therefore the launch of such a project in CZECH TELECOM came about very quickly. Customer retention measurement, based on the TRI*M methodology, has continued ever since.
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© 2004 Springer-Verlag Berlin Heidelberg
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Skokan, P. (2004). Research on Czech Telecom Customer Retention. In: Scharioth, J., Huber, M. (eds) Achieving Excellence in Stakeholder Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24692-3_4
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DOI: https://doi.org/10.1007/978-3-540-24692-3_4
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-00255-0
Online ISBN: 978-3-540-24692-3
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