Provides a review of the main features of the software available in the market that deal with retention management. Reviews a range of recently published works discussing retention management features and establishes a list of criteria. Reviews the most important and widely available software tools for retention management against these features and makes a comparison. Provides information about each how each criterion is satisfied by the reviewed tools and gives an overview on how the industry approaches retention management. Reveals that the list of the reviewed software is not exhaustive; also, the evaluation could have included more information on the tools and examples of how they can actually be used. Maintains, however, that this is a very useful source of information and impartial advice for everyone interested in retention management. Especially useful is the discussion on the future issues identified. Fulfils an identified information need for a discussion on how existing systems deal with retention management and offers help to an individual who wants to carry out research in this area.
Emerald Group Publishing Limited
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