CUSTOMER LOYALTY/TOUCH POINTS/CHURN
CHURN ISSUES AND METHODS
22 slides, lays out the causes and consequences of churn, and describes a more powerful way to get to the combinations of factors that cause customers to leave
Please click here for the PDF FILE Churn issues and methods
MANAGING CUSTOMER TOUCHPOINTS
12 slides, a B-to-B perspective, showing how to understand the true impact of each area in which you interact with customers
Please click here for the PDF FILE Managing customer Touchpoints