Customer Retention

Examining customer churn prediction: what it is, why it’s important and how to go about it for both B2B and B2C companies

Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow.  For B2C, i.e.

These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After

Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the

Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog.

Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.

Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you

There are many different bank customer retention strategies but to maximize their effectiveness you need to match them with their position in the customer life-cycle. The life cycle is shown below, along with

Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit

In today’s marketplace, consumers are bombarded with competitions as companies fight to attract new customers and retain existing customers. Some companies are extremely successful in

Today’s post is a little bit different from our normal posts. This Colloquy study: “The 2011 COLLOQUY Cross-Cultural Loyalty Study” caught my eye. It’s a

“If you strip away all the hype around how to ‘do’ relationships, you are left with one simple concept. The real essence of a relationship

Think quick: to drive customer retention, should you focus on a deeper understanding of your customer segmentation or take action with the data that you

I have always stressed to our clients that our goal is to provide them with 2 or 3 key customer insights that they can start

Competition is tougher than ever before and many companies are out prospecting like mad for new customers.  However, most don’t realise that the fastest, cheapest