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Customer retention and customer lifetime value: how good is your strategy?

Published Monday 1 December 2014

Keeping customers makes good business sense.  A five percent increase in the retention rate can increase lifetime value by as much as 75% in such industries as insurance, banking, and auto service (Reicheld). However, an effective customer retention strategy does depend on understanding the true customer lifetime value of a client and then developing a specific retention strategy for each segment.

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Golden Rules For Effective Customer Complaint Handling

Published Monday 11 August 2014

The cornerstone of a successful customer retention programme has to be an effective approach to resolving customer complaints. It is clear that dissatisfied customers and customer defections can have an adverse affect on your bottom line. Read Mark McDermott's blog to find out how to implement an effective complaints handling strategy.

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