Customer Support Management::Support Retention & Loyalty

The purpose of the Support Retention & Loyalty processes is to make sure that there is capability (for example, information, materials, systems and resources) so that the Retention & Loyalty processes can operate effectively. Examples are information on current requests for analysis and collection of customer profile information, materials needed to analyze customer retention and loyalty information, systems needed to analyze customer retention and loyalty information, requests for the provisioning of additional resources where it has been identified that current levels will impact on timely retention and loyalty information collection and delivery.
These processes undertake trend analysis on retention and loyalty, including customer acquisitions and churn, and the effectiveness of loyalty schemes.