Glossary
Customer retention is a customer service metric that points to how effectively an organization can retain its customers through long periods of time.
Customer retention is one of the most important customer service metrics by far, as most business now are focusing on retaining current customers, as it is just cheaper than acquiring new clients. Customer retention is directly proportional to customer churn. During last decade, it is even became popular to launch entire customer retention departments that are focused on building trustful relationships with customers.
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