Harvard Business Review

OCTOBER 23, 2014

They had organized tradeshows, delivered direct marketing, generated leads, and provided useful customer insights – the basics of a successful marketing organization. During this time, however, Cisco’s customers were beginning to purchase and use technology in new ways.

Team 8

Team Short-term Attrition Marketing 8

Harvard Business Review

SEPTEMBER 22, 2011

For instance, you can calculate the value of turning a detractor into a promoter, or use differences in attrition rates to assess the expected lifetime values of different customer groups. On the macro level, you can estimate the value of achieving customer loyalty leadership in terms of market share gains or revenue growth.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

OCTOBER 18, 2012

Customer attrition. If predictive analytics drawing on big data could accurately point to who in particular was about to jump ship, direct marketing dollars could be efficiently deployed to intervene, perhaps by offering those wavering customers new benefits or discounts.

Wireless 8

Wireless Film Advertising Attrition 8