Designing a Customer Retention Plan

1992108 citationsJournal Article

Authors

Glenn DeSouza · Quality Systems (United States)

Abstract

What is your company's customer retention rate? How many customers are price defectors? Have you identified barriers that prevent customers from switching to a competitor? In this article, the author outlines a game plan to increase customer retention.

Topics & Keywords

Customer churn and segmentation

Publication Details

Published in: Journal of Business Strategy

Volume 13, Issue 2, pp. 24-28

DOI: 10.1108/eb039477

Field-Weighted Citation Impact: 1.08

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Designing a Customer Retention Plan

Authors

Abstract

Topics & Keywords

Publication Details