The third CVM Portfolio pillar is “retain” and it groups initiatives related to making sure that the customers you want to keep do not leave you. Customer retention is key to ensuring profitable and sustainable growth. With numerous churn reasons across prepaid, postpaid, and home services, understanding and addressing the root causes of customer attrition is complex but critical. In the following sections we will define strategies that help to retain best customers in prepaid, postpaid, and home services. Read more on full CVMBoK book.
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