Complete Case details are given below :
Case Name : Saving Customers at Vigil Home Security
Authors : Phillip E. Pfeifer
Source : Darden School of Business
Case ID : UV6669
Discipline : General Management
Case Length : 05 pages
Plagiarism : NO (100% Original work)
Description for case is given below :
Mike Thomas, director of customer relationships at the second-leading provider of residential security systems in the United States, set out to examine data from 61,235 customer “saves” in order to determine if the offer used to persuade a customer not to discontinue service affected the subsequent longevity of the saved relationship. If some offers led to longer subsequent relationships, Thomas’s next step would be to reward customer service representatives for these higher-quality saves.
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