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Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers.. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing customer is far less than the cost of acquiring a new one. [1]
When implementing change, companies must be careful not to compromise their existing revenue or customers. If the packaging or visual aspects of a company are altered drastically, existing customers may not recognise a brand and opt for a competitor's product or service. Too much alteration can make consumers wary, so change must be implemented ...
As new modes of transport kept emerging (steamboat, train, automobile, airplane), consumers gained access to a wider variety of goods and service providers, increasing business competition. The emergence of the Internet further increased access to many different types of goods and services, and increased competition meant that businesses had to ...
A horizontal merger combines direct competitors in the same products and markets, while a vertical merger combines suppliers and the company or customers and the company. Pac-Man Defense A strategy of survival in the takeover game, named after a popular game in the US in the early 1980s, in which a character which does not swallow its opponents ...
The customer base is a group of customers who repeatedly purchase the goods or services of a business.These customers are a main source of revenue for a company. The customer base may be considered a business's target market, where customer behaviors are well understood through market research or past experience.
The company moves its headquarters from Dulles, Va. to Manhattan. 2009 : Tim Armstrong joins as CEO and becomes responsible for much of the rebranding and growth. 2010 : Time Warner cut ties with AOL.
The measurement of customer retention should distinguish between behavioral intentions and actual customer behaviors.The use of behavioral intentions as an indicator of customer retention is based on the premise that intentions are a strong predictor of future behaviors, such that customers who express a stronger repurchase intention toward a brand or firm will also exhibit stronger ...
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