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Reducing churn from price increases : an experimental intervention
Dissertation (MBA)--University of Pretoria, 2013.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2014
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| _version_ | 1867613699990093824 |
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| access_status_str | Open Access |
| author2 | Kleyn, Nicola |
| author_browse | Kleyn, Nicola |
| author_facet | Kleyn, Nicola |
| collection | Thesis |
| dc_rights_str_mv | © 2014 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MBA)--University of Pretoria, 2013. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/40653 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:40:18.073Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/40653 Reducing churn from price increases : an experimental intervention Kleyn, Nicola ichelp@gibs.co.za Hoffman, Elan UCTD Price fixing Customer relations Dissertation (MBA)--University of Pretoria, 2013. Reducing customer churn while simultaneously increasing prices is a challenge in need of a successful intervention. This study takes an in-depth look into successful interventions that assist a business in retaining their customers while increasing prices. By identifying such successful methods, business can continue to have price optimisation strategies that can increase the value of the business through the growth in customer equity. By using an experimental design that takes place in a live setting on over 50,000 customers, interventions are tested to research whether they can have a causal relationship between the intervention and improved customer retention. Three different interventions target improving customer loyalty by offering them an additional benefit, providing justification of the increase through a personal phone call or both. The results of this research found that by simultaneously offering a customer an additional benefit and also creating a personal touch point by communicating directly with the customer telephonically in order to justify the increase had a significantly positive impact on customer retention. As an outcome, an additional level of depth can be added to the academic literature and a deeper insight into customer relationship management exists for businesses to learn from and grow their firm value. lmgibs2014 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2014-07-08T11:17:45Z 2014-07-08T11:17:45Z 2014-04-30 2013 Mini Dissertation Hoffman, E 2013, Reducing churn from price increases : an experimental intervention, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/40653> http://hdl.handle.net/2263/40653 en © 2014 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Price fixing Customer relations Reducing churn from price increases : an experimental intervention |
| title | Reducing churn from price increases : an experimental intervention |
| title_full | Reducing churn from price increases : an experimental intervention |
| title_fullStr | Reducing churn from price increases : an experimental intervention |
| title_full_unstemmed | Reducing churn from price increases : an experimental intervention |
| title_short | Reducing churn from price increases : an experimental intervention |
| title_sort | reducing churn from price increases an experimental intervention |
| topic | UCTD Price fixing Customer relations |
| url | http://hdl.handle.net/2263/40653 |