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The measurement of customer retention should distinguish between behavioral intentions and actual customer behaviors.The use of behavioral intentions as an indicator of customer retention is based on the premise that intentions are a strong predictor of future behaviors, such that customers who express a stronger repurchase intention toward a brand or firm will also exhibit stronger ...
Retention rate is a statistical measurement of the proportion of people that remain involved with a group from one time period to another.. The concept is used in many contexts, including marketing, investment, education, employee management, research, and clinical trials.
Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers.. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing customer is far less than the cost of acquiring a new one. [1]
Amazon is known to retain extensive data on customer transactions. Google is also known to retain data on searches, and other transactions. If a company is based in the United States the Federal Bureau of Investigation (FBI) can obtain access to such information by means of a National Security Letter (NSL).
It also noted that referral programs can better target high value customers who are more likely to retain the service provided, at a lower cost than conventional marketing means. In terms of the referrer, they found that firms should make the reward a function of the value of the existing customer instead of following their own competitors.
Customer retention; University student retention; Employee retention, the ability to keep employees within an organization; Forced retention; Grade retention, in schools, keeping a student in the same grade for another year (that is, not promoting the student to the next higher grade with their classmates)
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Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .