Designing a Customer Retention Plan
Glenn DeSouza
(President of Strategic Quality Systems Inc., Belmont, Massachusetts)
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
:MCB UP Ltd
Copyright © 1992, MCB UP Limited