The Bottom Line on Customer Retention: It Pays to Care! (Dunvegan B2B Insights)

The Bottom Line on Customer Retention: It Pays to Care! reveals the secret to successfully managing customer retention. Author Anne Miner, a recognized expert when it comes to customer satisfaction measurement with more than 25 years experience, shares her journey from customer satisfaction to customer retention; along the way she debunks customer satisfaction mythology including the belief that customer satisfaction is a necessary condition for customer retention.

If you are frustrated with your company's customer satisfaction measurement program, disappointed in the lack of progress in improving customer retention, this book is for you. You will learn the three critical factors that play into customer retention, how to detect customers who are truly at risk and how to build competitor resistant customer relationships.