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An authority in aftermarketing strategies, Dr. Terry Vavra literally wrote the book on customer relationship marketing, having authored Aftermarketing: How to Keep Customers for Life Throug h Relationship Marketing – one of the best-selling books on relationship marketing. Dr. Terry G. Vavra is an associate professor of marketing at the Lubin School of Business. Through his marketing firm ,Marketing Metrics, Dr. Vavra is also a consultant on customer satisfaction matters to major corporations in the private sector including Cellular One, Rolls-Royce Motor Cars., Ltd., Ferrari North America and Motorola. Dr. Vavra is the author of two other books Disappearing Customers and Improving Your Measurement of Customer Satisfaction. He has also published articles in professional journals, such as "The Database Marketing Imperative" in Marketing Management and "In Quest for New Business, Marketers Overlook Obvious Source: Current Customer Base" in Services Marketing Today. In a personalized presentation, Dr. Vavra advises firms 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 customer loyalty. Audiences learn how profit through improved relationships with their customers and share holders. [+]