Milieu of CRM - A portrayal on regain management

Denny Thomas

As now, the focus is shifted from transaction based economy to relationship oriented economy; there arise the need to win back lost customers. Apart from customer relationship management, regain management is focused on winning back customers who have either given notice to terminate the relationship or whose relationship has already ended. This paper throws light to the strategies for profitable acquisition of their lost customer segments. Maintaining good relations with customers and retaining them for long run became the need of the hour. Based on this theoretical foundation, it is an attempt to specify processes of customer regain management and exemplify measures supporting them.