Engineering and Management Strategies for Customer Retention that are Implemented by the Suppliers of Micro Contamination Solutions Providers in Calamba City

Abstract

Organizations, to be successful in their business operations, shall employ necessary customer retention strategies as a tool to their global competitiveness. According to several researchers, acquiring new customers is calculated as being five times more expensive than retaining customers, because organizations invest time, resources, and money to attract new customers but with a low probability of acquiring them. Consequently, it is more economical to keep current customers than to acquire new ones. This study aimed to determine the engineering and management strategies for customer retention implemented by the suppliers of Micro Contamination Solutions Provider Company in Calamba City. Data gathered from Sales and Marketing. Technical Engineering Customer Support and Business Development personnel as respondents through the survey questionnaire was statistically treated. The researcher found out that most of the Company’s suppliers graduated with a 4-year bachelor’s degree, holding Sales and Marketing Staffposition with less one to three years’ work experience in a manufacturing company. They had positive feedback to all enumerated management strategies and industrial engineering practices. Three hypotheses were rejected, showing a significant difference instrategy and factors to customer retention while identified benefits were rated significantly. It was concluded that establishing zero defection culture and effective recovery systems as management strategies and inventory management as industrial engineering practice were customer retention contributors, while customer satisfaction and loyalty promoted retention. Thus, the researcher recommended the study’s expansion to organization’s minor suppliers and clients for a more integrated and holistic approach. Management strategies’ implementation toward customer retention through establishing detailed practice or system is useful. Furthermore, utilizing technologies in fulfilling customer needs, feedback system, and creation of customer database are valuable. Also, suppliers should take real expert’s advice in the Industrial Engineering field, thus benchmarking to organizations performing and implementing such activities are beneficial. Lastly, equip employees with comprehensive training toward the proper way of customer service and effective communication skills leading to well-coordinated activities resulting in a strong relationship.