Download or read book Aftermarketing written by Terry G. Vavra and published by Irwin Professional Publishing. This book was released on 1992 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: The president of a marketing consulting and research firm warns marketers to shift their focus from customer conquest to customer retention. He shows how to track customers, serve them better, measure customer satisfaction, handle complaints, and convert short-term, repeat-purchasing into long-term cutomer loyalty.