Status quo des Rückgewinnungsmanagements

Pick, Doreén; Krafft, Manfred

doi:10.1007/978-3-8349-8535-4_5

Cited by 3 publications

(2 citation statements)

References 32 publications

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“…The existence of a willingness to return is the starting point for any strategic customer recovery (Pick 2008). Customer recovery management can be successful only if former customers are generally motivated to actually return in a terminated business relationship (Pick & Krafft 2009). A seminal preparatory work for the concept of willingness to return is the study by Bendapudi and Berry (1997).…”

Section: Willingness To Returnmentioning

confidence: 99%

“…Special offers should be used since customers who have migrated-despite a general willingness to return-usually do not return on their own and have certain expectations of win-back initiatives. Conditional willingness to return is thus the final driver for the actual return of migrated customers and requires the existence of a GWR (Pick & Krafft 2009).…”

Section: Willingness To Returnmentioning

confidence: 99%

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Determinants of customer recovery in retail banking—lessons from a German banking case study

2023

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Due to the increased willingness of retail banking customers to switch and churn their banking relationships, a question arises: Is it possible to win back lost customers, and if so, is such a possibility even desirable after all economic factors have been considered? To answer these questions, this paper examines selected determinants for the recovery of terminated customer–bank relationships from the perspective of former customers. This study therefore evaluates for the first time, empirically and systematically with reference to a German Sparkasse as a case-study setting, whether lost customers have a sufficient general willingness to return (GWR) a retail banking relationship. From our results, a correlation is shown between the GWR a banking relationship and some specific determinants: seeking variety, attractiveness of alternatives and customer satisfaction with the former business relationship. In addition, we show that a customer’s GWR varies depending on the reason for churn and is surprisingly greater when the customer defected for reasons that lie within the scope of the customer himself. Despite the case-study character, however, our results provide relevant insights for other banks and, in particular, this applies to countries with a comparable banking system.

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Section: Willingness To Returnmentioning

confidence: 99%

Section: Willingness To Returnmentioning

confidence: 99%