Book cover

International Conference on Advanced Intelligent Systems and Informatics

AISI 2020: Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020 pp 656–667 Cite as

Factors Affect Customer Retention: A Systematic Review

  • Salama S. Alkitbi   ORCID: orcid.org/0000-0001-9281-8560 19 ,
  • Muhammad Alshurideh   ORCID: orcid.org/0000-0002-7336-381X 19 , 20 ,
  • Barween Al Kurdi   ORCID: orcid.org/0000-0002-0825-4617 21 &
  • Said A. Salloum   ORCID: orcid.org/0000-0002-6073-3981 22  
  • Conference paper
  • First Online: 20 September 2020

3678 Accesses

19 Citations

Part of the Advances in Intelligent Systems and Computing book series (AISC,volume 1261)

Many review studies were handled to provide valuable insights into customer retention issues and factors that could influence it positively and effectively. This study systematically reviews and analyzes customer retention and its related factors of 30 research studies from 2005 to 2019. The main findings contain that the most common factors that affect customer retention are service quality, satisfaction, trust, and commitment. Moreover, most of the customer retention studies were focused on the banking sector, followed by the studies that concerned about retail industry issues. Additionally, most of the conducted studies were undertaken in Indonesia, followed by Nigeria and India. The findings of this review study provide an overview of the current studies and analyses of customer retention and factors that affect it.

  • Customer retention
  • Satisfaction

This is a preview of subscription content, log in via an institution .

Buying options

  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
  • Available as EPUB and PDF
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Abu Zayyad, H.M., Obeidat, Z.M., Alshurideh, M.T., Abuhashesh, M., Maqableh, M., Masa’deh, R.E.: Corporate social responsibility and patronage intentions: the mediating effect of brand credibility. J. Mark. Commun. 1–24 (2020)

Google Scholar  

Alshurideh, D.M.: Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? Int. J. Electron. Cust. Relatsh. Manag. 12 (1), 40–57 (2019)

Zeithaml, V.A., Berry, L.L., Parasuraman, A.: The behavioral consequences of service quality. J. Mark. 60 (2), 31–46 (1996)

Article   Google Scholar  

Alshurideh, M.T., et al.: The impact of Islamic Bank’s service quality perception on jordanian customer’s loyalty. J. Manag. Res. 9 , 139–159 (2017)

Alshurideh, M.T.: A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. Int. J. Bus. Manag. 12 (7), 201–210 (2017)

Ntabo, K.O., Aunda, A.O.: Influence of customer relational management practices on customer retention. Barat. Interdiscip. Res. Journal 6 , 35–36 (2016)

Edward, M.: Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage, 23 (3), 327–345 (2011)

Alshurideh, M.T.: Exploring the main factors affecting consumer choice of mobile phone service provider contracts. Int. J. Commun. Netw. Syst. Sci. 9 (12), 563–581 (2016)

Danesh, S.N., Nasab, S.A., Ling, K.C.: The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets. Int. J. Bus. Manag. 7 (7), 141–150 (2012)

Alshurideh, M.: Scope of customer retention problem in the mobile phone sector: a theoretical perspective. J. Mark. Consum. Res. 20 , 64–69 (2016)

Alshurideh, M.: Is customer retention beneficial for customers: a conceptual background. J. Res. Mark. 5 (3), 382–389 (2016)

Ammari, G., Al kurdi, B., Alshurideh, M., Alrowwad, A.: Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. Int. J. Mark. Stud. 9 (2), 113–133 (2017)

Al-Dmour, H., Alshuraideh, M., Salehih, S.: A study of Jordanians’ television viewers habits. Life Sci. J. 11 (6), 161–171 (2014)

Alshurideh, M.: The factors predicting students’ satisfaction with universities’ healthcare clinics’ services: a case-study from the Jordanian higher education sector. Dirasat. Adm. Sci. 161 (1524), 1–36 (2014)

Preikschas, M.W., Cabanelas, P., Rüdiger, K., Lampón, J.F.: Value co-creation, dynamic capabilities and customer retention in industrial markets. J. Bus. Ind. Mark. 32 (3), 409–420 (2017)

Al Dmour, H., Alshurideh, M., Shishan, F.: The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Sci. J. 11 (10), 172–181 (2014)

Obeidat, B., Sweis, R., Zyod, D., Alshurideh, M.: The effect of perceived service quality on customer loyalty in internet service providers in Jordan. J. Manag. Res. 4 (4), 224–242 (2012)

Al-dweeri, R., Obeidat, Z., Al-dwiry, M., Alshurideh, M., Alhorani, A.: The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. Int. J. Mark. Stud. 9 (2), 92–103 (2017)

Levesque, T., McDougall, G.H.G.: Determinants of customer satisfaction in retail banking. Int. J. bank Mark. 14 (7), 12–20 (1996)

Hansemark, O.C., Albinsson, M.: Customer satisfaction and retention: the experiences of individual employees. Manag. Serv. Qual. Int. J. 14 (1), 40–57 (2004)

Morgan, R.M., Hunt, S.D.: The commitment-trust theory of relationship marketing. J. Mark. 58 (3), 20–38 (1994)

Kitchenham, S., Charters, B.: Guidelines for performing systematic literature reviews in software engineering. Softw. Eng. Group Sch. Comput. Sci. Math. Keele Univ. 1–57 (2007)

Salloum, S.A., Alshurideh, M., Elnagar, A., Shaalan, K.: Mining in educational data: review and future directions. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 92–102 (2020)

Nedal Fawzi Assad, M.T.A.: Investment in context of financial reporting quality: a systematic review. WAFFEN-UND Kostumkd. J. 11 (3), 255–286 (2020)

Alhashmi, S.F.S., Alshurideh, M., Al Kurdi, B., Salloum, S.A.: A systematic review of the factors affecting the artificial intelligence implementation in the health care sector. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 37–49 (2020)

Salloum, S.A., Alshurideh, M., Elnagar, A., Shaalan, K.: Machine learning and deep learning techniques for cybersecurity: a review. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 50–57 (2020)

Al-Duhaish, A., Alshurideh, M., Al-Zu’bi, Z.: The impact of the basic reference group usage on the purchasing decision of clothes (A field study of Saudi youth in Riyadh city). Dirasat. Adm. 41 (2), 205–221 (2014)

Alshurideh, M., Al Kurdi, B., Abumari, A., Salloum, S.: Pharmaceutical promotion tools effect on physician’s adoption of medicine prescribing: evidence from Jordan. Mod. Appl. Sci. 12 (11), 210–222 (2018)

Alshurideh, M.: A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. J. Manag. Res. 6 (1), 109 (2014)

ELSamen, A., Alshurideh, M.: The impact of internal marketing on internal service quality: a case study in a Jordanian pharmaceutical company. Int. J. Bus. Manag. 7 (19), 84–95 (2012)

Alkalha, Z., Al-Zu’bi, Z., Al-Dmour, H., Alshurideh, M., Masa’deh, R.: Investigating the effects of human resource policies on organizational performance: an empirical study on commercial banks operating in Jordan. Eur. J. Econ. Financ. Adm. Sci. 51 (1), 44–64 (2012)

Shannak, R., Masa’deh, R., Al-Zu’bi, Z., Obeidat, B., Alshurideh, M., Altamony, H.: A theoretical perspective on the relationship between knowledge management systems, customer knowledge management, and firm competitive advantage. Eur. J. Soc. Sci. 32 (4), 520–532 (2012)

Altamony, H., Alshurideh, M., Obeidat, B.: Information systems for competitive advantage: implementation of an organisational strategic management process. In: Proceedings of the 18th IBIMA Conference on Innovation and Sustainable Economic Competitive Advantage: From Regional Development to World Economic, Istanbul, Turkey, 9th–10th May (2012)

Alshurideh, R., Masa’deh, R., Al kurdi, B.: The effect of customer satisfaction upon customer retention in the Jordanian mobile market: an empirical investigation. Eur. J. Econ. Finan. Adm. Sci. 47 (12), 69–78 (2012)

Alshurideh, M., Shaltoni, A., Hijawi, D.: Marketing communications role in shaping consumer awareness of cause-related marketing campaigns. Int. J. Mark. Stud. 6 (2), 163 (2014)

Alshurideh, M.N., Xiao, S.: The effect of previous experience on mobile subscribers’ repeat purchase behaviour. Eur. J. Soc. Sci. 30 (3), 366–376 (2012)

Ashurideh, M.: Customer service retention–A behavioural perspective of the UK mobile market. Durham University (2010)

Al-Dmour, H., Al-Shraideh, M.T.: The influence of the promotional mix elements on Jordanian consumer’s decisions in cell phone service usage: an analytical study. Jordan J. Bus. Adm. 4 (4), 375–392 (2008)

Al-Tit, A.A.: The effect of service and food quality on customer satisfaction and hence Customer retention. Asian Soc. Sci. 11 (23), 129 (2015)

Download references

Author information

Authors and affiliations.

University of Sharjah, Sharjah, UAE

Salama S. Alkitbi & Muhammad Alshurideh

Faculty of Business, University of Jordan, Amman, Jordan

Muhammad Alshurideh

Amman Arab University, Amman, Jordan

Barween Al Kurdi

Research Institute of Sciences and Engineering, University of Sharjah, Sharjah, UAE

Said A. Salloum

You can also search for this author in PubMed   Google Scholar

Corresponding author

Correspondence to Said A. Salloum .

Editor information

Editors and affiliations.

Faculty of Computers and Artificial Intelligence, Information Technology Department, and Chair of the Scientific Research Group in Egypt, Cairo University, Cairo, Egypt

Aboul Ella Hassanien

Department of Electronics and Computer Science, Koszalin University of Technology, Koszalin, Poland

Adam Slowik

Faculty of Electrical Engineering and Computer Science, VŠB-Technical University of Ostrava, Ostrava-Poruba, Moravskoslezsky, Czech Republic

Václav Snášel

Rector of the Electronic Research Institute, Cairo, Egypt

Hisham El-Deeb

Faculty of computers and information, Ain Shams University, Cairo, Egypt

Fahmy M. Tolba

Rights and permissions

Reprints and permissions

Copyright information

© 2021 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Cite this paper.

Alkitbi, S.S., Alshurideh, M., Al Kurdi, B., Salloum, S.A. (2021). Factors Affect Customer Retention: A Systematic Review. In: Hassanien, A.E., Slowik, A., Snášel, V., El-Deeb, H., Tolba, F.M. (eds) Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020. AISI 2020. Advances in Intelligent Systems and Computing, vol 1261. Springer, Cham. https://doi.org/10.1007/978-3-030-58669-0_59

Download citation

DOI : https://doi.org/10.1007/978-3-030-58669-0_59

Published : 20 September 2020

Publisher Name : Springer, Cham

Print ISBN : 978-3-030-58668-3

Online ISBN : 978-3-030-58669-0

eBook Packages : Intelligent Technologies and Robotics Intelligent Technologies and Robotics (R0)

Share this paper

Anyone you share the following link with will be able to read this content:

Sorry, a shareable link is not currently available for this article.

Provided by the Springer Nature SharedIt content-sharing initiative

  • Publish with us

Policies and ethics

  • Find a journal
  • Track your research

Black Friday

10 Customer Retention Case Studies from Top Companies

10 Customer Retention Case Studies from Top Companies

Investing in customer retention techniques is one of the best ways to increase your company’s ROI without spending money on acquiring new customers.

But what are customer retention techniques, and how do you use them to increase customer retention? Keep reading to learn about customer retention techniques and get examples from well-known companies you can use to inspire your business.

What are customer retention techniques?

Customer retention techniques are proactive approaches businesses use to nurture customer relationships. These approaches are meant to increase customer loyalty and maximize customer lifetime value. This, in turn, leads to sustainable profitability since it is 5x cheaper to retain customers than to acquire newer ones.

While you’re here, if you want to learn more about customer retention, what it’s about, and how to calculate them, you can check out this article – 5 ways to improve customer retention rates in SaaS. (hyperlink goes here when the article has been published)

10 customer retention techniques used by top companies

Not every customer retention technique works. But here are 10 proven-effective techniques (with case studies from popular brands you know) that can help you choose the best retention techniques for your business.

  • Reward loyalty

One of the best customer retention techniques is to reward your customers for their loyalty through a loyalty program.

You have complete control over your loyalty programs and the rewards you choose to offer. Some of the best rewards are discounts, sneak peeks, exclusive events, free trials, and more.

Yes, free trials. Many people think of free trials as incentives to convert potential leads, but they can also be used in loyalty programs. For instance, if you have a new product that has yet to be in the market, you can release a free trial for customers to try it for free. You can also partner with another company to offer a free trial for your customers – this is a bomb!

Case Study: Shazam

Shazam is a music discovery app that helps customers identify the music playing around them – Great product! But we have something to learn from them today.

Shazam offers up to 4 months of free Apple music subscription to users to say thank you and to keep them “Shazaming” music with the app and using Apple Music for free.

This action alone would nudge users to always “Shazam” music around because they can listen to the music for free with Apple Music – customer retention at its finest!

Case Study Shazam

  • Ask for feedback

It’s easier to improve your business if you know how your customers feel about it. To know how your customers feel about your business, you need their feedback.

Andrew Gazdecki , CEO of MicroAcquire, tweeted this on customer feedback, and I totally agree:

Andrew Gazdecki

There are a few ways to collect customer feedback. The most common way is with a survey like the NPS, CSAT, or CES, or you can ask customers to participate in user testing and focus groups.

Case study: Clearword

Clearword helps customers create smart meeting summaries that they can search and share in one central library. Today, they teach us a valuable lesson about customer feedback.

Instead of sending regular emails, Clearword’s team is not shy to ask for feedback from their customers to know what they are doing well and what isn’t working. This information is then used to make better decisions, contributing to customer retention.

Case study Clearword

  • Start a customer education program

A customer education program helps your customers stick to your brand because you’re not only offering a great product/service. You’re also establishing yourself as an expert in your niche by teaching them how to run their businesses better and possibly make more money through your product.

Case study: SEMRush Academy

I already love SEMRush for what they do for businesses in terms of SEO, but they take it up a notch by offering free content marketing and SEO training videos and certifications that anyone can use to learn and grow their skills. By watching training videos on SEMRush, users can learn more about how to use SEMRush tools in their everyday workflow.

Case study SEMRush Academy

  • Provide a personalized customer experience

Every customer is different, and no two customers have the same exact needs. So the last thing you want to do is provide a one-size-fits-all solution for all customers – they will churn.

One statistic in the Fifth edition of the State of the Connected Customers shows that 66% of customers expect companies to understand their needs and expectations.

But how do you personalize customer experience? By using data.

You can collect customer data through feedback surveys, reviews, purchase behavior, or by asking them during their onboarding with welcome screens surveys. Welcome screen surveys allow you to know more about your users and provide a more personalized in-app experience for them.

Case Study: Monday.com

Monday, a cloud-based project management tool, asks qualifying questions at the beginning of the onboarding process to segment users.

Monday.com

This ensures they don’t use the one-size-fits-all onboarding strategy for their customers. Instead, when users receive a personalized experience tailored to them, it increases the rate of satisfaction and retention.

  • Make your customers feel special and send a thank you message

Everyone likes to be appreciated, and your customers are no exception. Therefore, thanking your customers is a must-do for every business. Emotions are the most significant drivers of loyalty, and what better way to generate positive emotions than saying, “we really appreciate you, thank you!”

Case study: Canva

Canva is one of the best brands out there, and it’s no surprise they are doing so well. Apart from having a great product that solves a problem: access to easy-to-use design tools for non-designers, they are also great with something else – connecting with their customers.

Canva would send their customers awards for completing 1000 designs and thank you messages for being part of the company – it’s refreshing to see.

Case study Canva

  • Engage on social media

A report by Spoutsocial revealed that nearly two-thirds of customers want brands to connect with them, and social media is the best platform.

Engaging with your customers through social media can help you create a sense of community around your brand, increasing brand loyalty and customer retention.

Case study: Hotjar

I love Hotjar, but I love their social media more. Big ups to Hotjar’s social media team. They are constantly engaging with followers, sharing customer-generated content, and being an overall relatable brand.

Case study Hotjar

Listen to your customers’ complaints and empathize with them

Making your customers feel heard and letting them know that you’re always ready to serve them is a crucial part of any client retention technique. So, whenever you receive a complaint from a customer, try to listen, empathize with them and take bold steps to improve the issue.

Case Study: Piggyvest

Piggyvest is a Nigerian online savings platform that helps people achieve their financial goals by making it easy to save and invest.

I’ve been using Piggyvest for a while, and then I had an issue with their service. I wanted to withdraw some of my savings into my bank, but I couldn’t, so I reached out to them, and in less than 5 minutes, they replied with the email below:

Case Study Piggyvest

Apart from the fact that their response was swift, they also listened and empathized with me. It’s one thing to say, “We are sorry about your experience, and we will get back to you.” it’s another to empathize with the customer, explain to them why they’re facing the issues, and proffer a solution – that’s what Piggyvest did.

  • Capitalize on social proof

The greatest form of advertising is done by your customers for your business. Why? Because customers trust other customers more than ads and branded content.

Soliciting reviews and testimonials from satisfied customers should be a part of every customer retention technique. Not only does social proof help you acquire new customers, but it can also help boost retention rates and reduce churn.

Case Study: Zoom

Using the power of testimonials and customer stories, Zoom uses social proof to show other business leaders like Hubspot values their product. And they didn’t just say it; it came directly from the horse’s mouth – the VP of Corporate Development & Business Development at Hubspot.

Give your customers post-purchase support

Once customers buy your product, don’t leave them hanging – they’ll churn. Instead, support them and help them recognize the value your product provides.

You can offer support by sending emails about topics your customers will be interested in, or you could provide tips on how to make the most of your product.

Case Study: SEMRush

SEMRush does a great job with post-purchase support. They send emails to users about topics that help them better with SEO and content marketing. These emails provide information that empowers customers to use SEMRush more effectively.

Semrush Tips & tricks

  • Track customer retention metrics

The most important part of any customer retention technique is tracking the right metrics and KPIs. These includes:

  • Customer Lifetime Value (CLV): How much revenue you earn from each customer (on average).
  • Customer Churn Rate: This is how many customers you lose in a period (monthly, quarterly, or annually).
  • Customer Acquisition Rate: How many customers you acquire in a given period.

Customer Retention Techniques Summary

To recap, here are the 10 best customer retention techniques used by top companies:

  • Listen to your customers’ complaints and empathize with them
  • GIve your customer post-purchase support

Share this article

Provide your email to be part of the beta progrom

Stay updated and be part of our beta program

Take the first step today!

See how Churn360 can help retain your customers

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to  upgrade your browser .

Enter the email address you signed up with and we'll email you a reset link.

  • We're Hiring!
  • Help Center

paper cover thumbnail

Customer Retention -Key to Success for Organization: A Case Study of Banking Industry

Profile image of Sharonda Piggee

The study aims to study the customer retention in organization with special reference to banking industry. The results revealed that, to maintain existing customers is becoming more and more important. The reason for this development is based on the knowledge that long term related customers compare various offers against each other and choose the best one. Many reasons are identified as most important reasons for customer defection in a given service industry like banking, but the prominence of each factor depends upon the situation prevailing in each banking organization. The study suggests that, as consumer remains satisfied with a bank, they spread a positive word of mouth, which is very effective in case of services for attracting new customers. Longer the customer stays with a bank, the bank knows more about him, which enables it to offer customized services which make it difficult for the customer to defect. This may even provide opportunities to the bank to charge price premium by offering individualized services which may be difficult for the competitors to offer. Customer retention should be implemented in every organization/company. There exists a broad pallet of various instruments which can have a lasting effect. The earlier a company start with professional customer retention the faster first results can be experienced.

Related Papers

george kutty

customer retention case study pdf

Augustine Addo

casestudies journal

With the continuous growth of competition in the market place, understanding customers has become an increasing important aspect in marketing. This study sought to determine the effectiveness of customer retention strategies on performance of commercial banks in Zimbabwe. A Descriptive research design was used and the study targeted a population of bank customers and staff. A total of 75 respondents were selected using simple random sampling from the customers of 5 commercial banks chosen. Primary data was collected through questionnaires and interviews. Findings show that most commercial banks in Zimbabwe are failing to meet customer expectations. The results indicate that Customer Retention strategies have a positive impact on customer loyalty and satisfaction. Therefore, to win customers' hearts in the current Zimbabwean economy, banks have to invest more in the improvement of the identified attributes and always keep an eye on the changing customer needs and preferences.

IJSSIT Publication

The banking industry has been facing severe competition and major customers' switch off. Lack of customer retention strategies has not been profitable for both the banks and their clients. Existing customers, if retained effectively, have years of revenue-producing potential and are more likely to purchase new products and services than new customers. The General objective of this study was to find out the influence of customer retention strategies on the performance of Commercial Banks in Kenya. The specific objectives of this study were to establish the influence of customer focus on the performance of Commercial Banks in Kenya and to determine the effect of effective complain handling on the performance of Commercial Banks in Kenya. The study adopted the social exchange theory and customer bonding theory. A descriptive survey method was applied in this research in attempting to describe and explain the influence of customer retention strategies on the performance of Commercial Banks in Kenya, by using unstructured questionnaires to fully describe the phenomenon. The study adopted a descriptive research design. The target population of this study comprised of all the licensed commercial banks in Kenya. According to the Central bank supervision report, there are 41 operating commercial banks in Kenya as of December 2016. The study picked four respondents in each of the 41 banks, making a population of 164 respondents. The data were analyzed using descriptive statistics and presented on tables. The study also applied regression analysis to establish the relationship between the dependent and the independent variables. The study also employed multiple regressions as an analytical tool to give more insight into the effect of customer retention on the performance of commercial banks in Kenya. The study found that customer focus and complain handling had a positive and statistically significant effect on Bank performance. The study concluded that customer focus and effective complain handling, were the key determinant of customer retention hence improving banks performance. Based on the finding the study recommends that managers and various stakeholder should emphasize enhancing customer focus and effective complaint handling as this would create a good reputation of the firm hence customer retention. The study further recommends that both the banks and other firms in the banking industry to ensure that they come with communication strategies that will ensure the retention of customers.

Harmony Minya

SEE HUA NGU

Andre Ismanik

Chacha Magasi

This study intended to investigate the factors affecting customers' loyalty in Sub-Saharan African banking industry. The thoroughly dealt factors were perceived quality, customer satisfaction, switching cost, customer trust and, customer commitment. An intensive literature review involving fourteen (14) recent (2009-2015) related literatures were assessed by finding out the extent to which each factor determined Customer Loyalty in Banking Industry. Frequencies and percentages of five (5) studied variables were computed and presented in a table. The findings show that perceived quality, customer satisfaction, and trust are the major determinants of Customer Loyalty in Sub-Saharan African Banking Industry. The implication is that banking industry needs to focus on perceived quality, customer satisfaction and trust in order to improve customer loyalty. The study recommends that measures should be taken by policy makers to improve the service quality dimensions which in turn can influence positively customer satisfaction and trust in banking industry.

Harpreet Kaur

In this paper, the researchers have projected a conceptual framework to investigate the determinants influencing customer's decision to stay or switch with their service providers. Switching behavior and customer retention is possibly an effective contraption that banks can exercise work out to get a strategic pro and survive in today's escalating banking competitive situation This study is an attempt to study the factors influencing switching behavior of the customers and customer retention in the banking sector. In order to even the development of managerial action, we thrash about what are those determinants and how are these connected to the switching behavior and customer retention by reviewing the literature. Our approach and findings have meaningful implications for managing customer retention in the service sector

Nsiah Richard

RELATED PAPERS

International Journal of Computer Applications

Adi Setiawan

Łukasz Grządko

Avian Pathology

mazhar khan

ABHIJIT MITRA

Kasaba: Jurnal Ekonomi Islam

hendri tanjung

Tạp chí Y Dược học Cần Thơ

ChemMedChem

Immunobiology

Muhammad Romi Syahputra

COMMUNITY : Jurnal Pengabdian Kepada Masyarakat

Muhamad Ivan

Criminal Justice and Behavior

Merrill Rotter

JPMA. The Journal of the Pakistan Medical Association

Ayesha Abdul Malik

Zoo Biology

Geoffrey Davison

Space Science Reviews

Hugh Hudson

Florence Margottin-goguet

Journal of Allergy and Clinical Immunology

Alejandro Lozano

International Journal of Computational Fluid Dynamics

Nizar Ben salah

JPGN reports

Laurence Mangel

VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations

Jurian Edelenbos

arXiv (Cornell University)

Ingolf Dahl

Karlo Seles

International Journal of Hydrogen Energy

Ciência Rural

Sonia Terezinha Anjos Lopes

  •   We're Hiring!
  •   Help Center
  • Find new research papers in:
  • Health Sciences
  • Earth Sciences
  • Cognitive Science
  • Mathematics
  • Computer Science
  • Academia ©2024

Request Demo

  • What is Net Promoter Score?
  • How to Calculate Net Promoter Score
  • What is Customer Retention?
  • What is Customer Churn?
  • What is Voice of Customer?
  • What is Customer Experience Management?
  • What is Customer Loyalty?
  • What is Account Experience?
  • What is Monetized NPS?
  • Measuring Customer Feedback
  • Acting on Customer Feedback
  • Growing with Feedback
  • Top Experience Management Software
  • Top NPS Software
  • CX Software
  • Voice of Customer Software

IMAGES

  1. A Comprehensive Customer Retention Case Study: A PDF Guide

    customer retention case study pdf

  2. (PDF) Impact of Customer Retention Practices on Firm Performance

    customer retention case study pdf

  3. Acquiring and Retaining Customers Is a Major Challenge for Businesses

    customer retention case study pdf

  4. Ultra mobile case study. Customer retention

    customer retention case study pdf

  5. The 13 Best Customer Retention Strategies (+Real Examples)

    customer retention case study pdf

  6. Analytikk Consulting

    customer retention case study pdf

VIDEO

  1. Customer Retention 101: How To Keep ALL Your Clients! 🤯

  2. Customer Retention Strategy in HINDI

  3. 09 Difficult customers

  4. How to increase your customer retention? #BizWiser

  5. Business Case Study: Improving Employee Retention

  6. Customer Retention to Analyzing Security Threats

COMMENTS

  1. Full article: Enhancing customer retention using customer relationship

    Customer trust exhibited a significant effect on customer retention (p < 0.1; β = 0.860), suggesting that the higher the customer trust the higher the customer retention. In this case, customers trust the credit process and the services provided, which would prompt them to continue using the company's products or services when they apply for ...

  2. (PDF) Customer Retention: A Literature Review

    ... Subrahmanyan and Arif (2022) claim that this further emphasises that customer retention is not only about giving customers what they expect in order to retain them but also about exceeding...

  3. (PDF) Factors Affect Customer Retention: A Systematic Review

    This study systematically reviews and analyzes customer retention and its related factors of 30 research studies from 2005 to 2019. The main findings contain that the most common factors that ...

  4. (PDF) Customer Retention Strategies and Customer Loyalty

    ... Social media marketing (SMM) incorporates the dissemination of pertinent material, active interaction with customers, and the implementation of social media advertisements with the aim of...

  5. Factors Affect Customer Retention: A Systematic Review

    Customer retention Satisfaction Trust Commitment Download conference paper PDF 1 Introduction Generally, it is recognized that there is a positive relationship between customer retention and profitability. Customer retention enables the company to increase profitability and revenue [ 1, 2, 3 ].

  6. Factors Influencing Customer Retention: Case Study of ...

    open access Abstract Factors influencing customer retention are important in the study of consumer relationship conception witch has implications for organizational business strategy and regulatory policies.

  7. [PDF] Customer retention: Recipe for success in SaaS industries : Case

    This study examines how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further customer attriti experiences loss. Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further customer attriti ...

  8. [PDF] Customer Retention: A Literature Review

    Corpus ID: 246582069 Customer Retention: A Literature Review Bhenu Artha, Inna Zahara, +1 author Niken Permata Sari Published in Social Science Studies 16 January 2022 Business

  9. 10 Customer Retention Case Studies from Top Companies

    10 Customer Retention Case Studies from Top Companies Customer retention Suprej Venkat Aug 8, 2022 Investing in customer retention techniques is one of the best ways to increase your company's ROI without spending money on acquiring new customers. But what are customer retention techniques, and how do you use them to increase customer retention?

  10. PDF Customer Retention: A Literature Review

    Strydom et al. (2020) identify non-linear and asymmetric effects that suggesting that customers' evaluations of service performance are more sensitive to negative performance (dissatisfaction) than positive performance (satisfaction), accordingly, focusing on attributes for which customers are experiencing negative performance first, and then al...

  11. [PDF] Impact of Customer Satisfaction on Customer Retention: A Case

    This paper examined the impact of customer satisfaction on customer retention. The objectives were: to determine the relationship between customer satisfaction and customer retention, and to examine the impact of customer satisfaction on customer retention. Survey research design was adopted for this study. Primary and secondary sources of data were used. The primary data includes a structured ...

  12. PDF Customer Retention Case Study

    A PDF document that explains how text mining was used to identify customers at risk of churning and prioritise retention resources on profitable customers for a major services company. The document provides the business issue, solution, approach and benefits of the case study, as well as the link to the online version.

  13. (PDF) Pillars of customer retention: An empirical study on the

    The aim of this study is to explore relationships among five factors: customer relationship management, customer satisfaction, customer loyalty, customer profitability, and customer retention.

  14. PDF Customer retention: Recipe for success in SaaS industries

    Terrence Brown Supervisor Kent Thorén Abstract Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further customer attrition and instead promote customer retention.

  15. (Pdf) a Case Study on Tactics for Customer Retention at Hyundai Motor

    Key words: Customer Loyalty, Customer Relationship Management, Automobile Industry, Customer Retention, Customer Satisfaction. Cite this Article: Shrikant Ratley and Ganesh Waghmare, A Case Study on Tactics for Customer Retention at Hyundai Motor India Ltd, International Journal of Management (IJM), 12(4), 2021, pp. 150-163.

  16. PDF Predicting Customer Segment Changes to Enhance Customer Retention: A

    ties for growth and customer retention. By effectively identi-fying and engaging their most valuable customers, businesses can gain a competitive edge in the marketplace. The findings from studies in this field highlight the importance of leveraging CLV prediction and proactive customer segment targeting to

  17. (PDF) Customer Retention -Key to Success for Organization: A Case Study

    Customer Retention -Key to Success for Organization: A Case Study of Banking Industry Sharonda Piggee The study aims to study the customer retention in organization with special reference to banking industry. The results revealed that, to maintain existing customers is becoming more and more important.

  18. (PDF) Factors Influencing Customer Retention: Case Study of Lithuanian

    Retention Factors Influencing Customer Retention: Case Study of Lithuanian Mobile Operators Procedia - Social and Behavioral Sciences CC BY-NC-ND 3.0 Authors: Vilma Tamuliene Vilnius Gediminas...

  19. PDF Driving Customer Acquisition Retention with Predictive Analytics

    This white paper provides an overview of how big data & predictive analytics can help organizations optimize their customer acquisition & retention campaigns. The paper will further explain the importance of predictive models in customer acquisition and retention drives. "By 2025, it's estimated that the.

  20. Customer retention : case studies of agencies in the professional

    Customer retention : case studies of agencies in the professional service sector. Jessica Mascareigne. Published 2009. Business. In recent years, customer retention has gained increased value among both goods and service providing firms. However although extensive research exist on the concept of customer retention and i ... ltu.diva-portal.org.

  21. (PDF) Customer Retention

    PDF | On Jul 10, 2011, Emmanuel OSEI BOAKYE published Customer Retention | Find, read and cite all the research you need on ResearchGate

  22. 5 Innovative Customer Retention Examples and Case Studies

    Here, we're sharing customer retention examples and case studies that can help you to think of new ways of getting your customers to stay. CustomerGauge research has shown that only 49% of B2B companies are measuring their retention rate.

  23. PDF Factors Influencing Customer Retention: Case Study of ...

    Abstract Factors influencing customer retention are important in the study of consumer relationship conception witch has implications for organizational business strategy and regulatory policies.