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Getting to Know You Again: Using Customer Intelligence to Bring Lost Customers Back

Dr. Christian Friege, a leading customer relations executive and most recently the Chief Customer Officer of debitel AG, one of the largest mobile service providers in Europe, discusses how he uses customer intelligence and analytics to regain customers once thought to be lost forever. He defines the concept of "Second Lifetime Value," and outlines the regain management process. Dr. Friege is joined by Phil Winters, Vice President of Customer Intelligence for SAS International.

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