Customer Retention Associates specializes in helping clients optimize customer loyalty and value through customer and staff loyalty research, loyalty program development and refinement, loyalty action training for front-line staff and management, and customer save and win-back protocol development. The company is a founding member of the CRM International Consortium (CRMIC), an affiliation of independent CRM and customer loyalty practitioners from around the world, which is based in Europe. The mission of CRMIC is to offer leading-edge customer loyalty and value solutions.

Michael Lowenstein, CPCM, is managing director of Customer Retention Associates. With over thirty years’ management and consulting experience in customer and staff loyalty research, CRM, loyalty program development, customer win-back, service quality, customer-driven corporate culture, and strategic marketing and planning to draw on, he is an active speaker, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters. He also provides commentary to several professional CRM sites on the Internet.

Lowenstein is the author of two widely-regarded books: Customer Retention: Keeping Your Best Customers (1995), and The Customer Loyalty Pyramid (1997). He is also co-author of Customer WinBack: How to Recapture Lost Customers – and Keep Them Loyal (2001). Additionally, he is a contributing author to Redefining Consumer Affairs (Society of Consumer Affairs Professionals, 1995), The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000), and he has written the Afterword for Customer.Community: Unleashing the Power of Your Customer Base (2002). He is currently writing a new book on data gathering, storage, and application for creating targeted customer value.

He has been a customer loyalty instructor for Pennsylvania State University and the American Management Association; and he holds an M.B.A. degree in marketing from the University of Pittsburgh, and a B.S. degree in economics and marketing from Villanova University. He is listed in several regional, national, international, and professional Who’s Who editions. His clients include First Union, Comcast, Baptist Health Care, Toyota, Prudential, Westvaco, Cigna, Charles Schwab, Borg-Warner, Sygma, Metropolitan Life, Microsoft, Alliance of Community Health Plans (ACHP), Daimler-Chrysler, and Georgia-Pacific.

Program Topics:
Michael's programs include:

• “Beyond Satisfaction to Loyalty”
• “The Customer Loyalty Pyramid: Organizing for Commitment”
• “Segmentation: All Customers Are Not Created Equal”
• “Complaints: The Whole Reservoir”
• “Customer WinBack”
• “Staff Loyalty = Customer Loyalty”
• “Customer Life Cycle: The Seven Stages of Loyalty”
• “The Emerging Role(s) of Customer Service”
• “Using the Internet to Build Customer Loyalty”
• “Leading-Edge Approaches to Build Customer Value”

More Info:
Customer Retention Associates , 302 Lees Avenue, Collingswood, New Jersey 08108 United States
Tel:1 (856) 833-9449
Fax:1 (856) 833-9444
Email:lowen1@directvinternet.com
Web:http://www.customerloyalty.org/