Expect the unexpected they say. But who could have imagined the COVID-19 crisis would escalate into a global disaster with such far-reaching social and economic impact? Businesses everywhere face enormous challenges to manage uncertainty and limit the impact of the crisis to remain viable. Losing major clients right now would be a devastating blow. With

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Capture planning is the process through which you gather all the information you need to acquire or retain customers … long before you actually need it. Why bother? Research by Frederick Reichheld of Bain & Company (the inventor of the net promoter score) showed increasing customer retention rates by 5% increases profits by 25% to

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Losing clients hurts. All that hard work down the drain. Not to mention the impact to the bottom line. So when a client tells you they want to leave, you really must do what you can to prevent them from packing their bags. When bad clients say they want to leave, show them the door

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