Operationalizing The Customer Retention Model

September 12th, 2019

Lisa Nakano

With contributor:

Summary

High-performing B2B organizations know their survival depends in part on their ability to read customer retention signals during the customer lifecycle. The Forrester Customer Retention Model guides a better understanding in the organization of retention drivers and gives customer engagement teams and account managers the opportunity to drive action that improves retention. In this report, we provide an eight-step approach that organizations can use to collect and prioritize customer retention signals.

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