Customer Operations—Retention, Expansion, and Advocacy
Abstract
Business schools teach that it's cheaper to maintain customers and grow them than to have to continue to acquire new customers over time. This is not an “either/or” proposition. You must do both.
Fields of Study & Subjects
Customer churn and segmentation
Customer Service Quality and Loyalty
Marketing and Advertising Strategies
Publication details
- Journal / source
- Productivity Press eBooks
- Pages
- 189–208
- Publication date
- 12 February 2026
- Language
- EN
- Document type
- Book chapter