It seems everyone has an opinion about what makes an effective retention strategy (we certainly do), and you’ll trip over people weighing in on how to improve a retention rate. While these are certainly compelling and worth-while questions, they’re not going to mean much to you if you’re not sure what customer retention is to begin with.
For anyone in need of some Customer Retention 101, consider this your official primer.
Let’s start at the beginning: what’s a good....