 A Short History of Customer Retention — The TRI*M Benchmarking Database as an Experience DatabaseSusanne O’Gorman
Chapter 8 in From Customer Retention to a Holistic Stakeholder Management System, 2008, pp 89-98 from Springer Abstract: Abstract The History of Benchmarking is said to go back into the 70s. At that time Xerox Cooperation was facing difficulties in business, competitors were introducing copiers to the market with a price below the production costs of Xerox. Xerox decided to learn from its competitors, find out how their processes have been set up in order to improve their own production. Originally mainly focused on production processes, benchmarking has been more and more widely used also for service-related processes. There are many ways for companies to do benchmarking, one can compare industry norms of key performance indicators or look at best practice examples, focus on products or processes, conduct benchmarking internally or externally. All these different approaches have one aspect in common: the overall objective of conducting benchmarking is the willingness of a company to learn and improve itself. Keywords: Competitive Advantage; Customer Loyalty; Customer Base; Customer Retention; Mature Market (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-77430-3_8 Ordering information: This item can be ordered from DOI: 10.1007/978-3-540-77430-3_8 Access Statistics for this chapter More chapters in Springer Books from Springer |
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