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"Second Lifetime Value: Customer Reincarnation"
by Michael Lowenstein - Managing Director
Customer Retention Associates
It has been determined that most companies lose between ten and forty percent of their customers each year. The economic impact on organizations, not to mention the crushing effect on employees, including downsizing, rightsizing, plant closings, layoffs, etc., are the real consequences of this customer loss. Left unchecked, customer turnover results in a 'multiplier' effect that creates alienation among remaining customers, negative company growth, and the erosion of employee trust.
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