HomeResearch Articles Identifying the Building Blocks of Customer Retention

Identifying the Building Blocks of Customer Retention

  • To accelerate growth by improving customer retention, B2B organizations must predict and influence the likelihood that customers will renew or repurchase
  • Like the original purchase decision, a customer’s decision to renew usually involves multiple individuals with different perspectives
  • Customer engagement teams must obtain knowledge of four areas to influence customers’ renewal decisions
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