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Designing a Customer Retention Plan

Glenn DeSouza (President of Strategic Quality Systems Inc., Belmont, Massachusetts)

Journal of Business Strategy

ISSN: 0275-6668

Article publication date: 1 February 1992

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.

Citation

DeSouza, G. (1992), "Designing a Customer Retention Plan", Journal of Business Strategy, Vol. 13 No. 2, pp. 24-28. https://doi.org/10.1108/eb039477

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited