Identifying The Building Blocks Of Customer Retention

October 10th, 2019

Summary

Like the initial buying decision, the decision to renew or repurchase an offering usually involves multiple individuals who have different roles and expectations and participate at different stages of the customer lifecycle. Each participant has different interactions with the selling organization, with different degrees of relevance to the retention decision. In this report, we describe four key steps that customer engagement teams must take to identify the renewal decision-making group and influence the renewal decision.

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