Customer Retention Workshop: Will and the Skill

For those who couldnt make the IQPC Customer Insight Conference last week in Chicago, Im attaching a link to my workshop on customer retention. Click here to take you to SlideShare on my LinkedIn It includes:

Why Focus on Retention: The ROI of customer retention
How Bad is it: Key Metrics you need to know and manage
How Did It Get To This: Diagnosing the root causes of Customer Attrition
What Can We Do About It: Tactics to improve retention
The Best Defence is a Good Offence: Building an organization that avoids customer attrition before it happens

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