Customer retention is not about discounts. It’s about recognizing value before it walks away. High lifetime value comes from proactive relationship management—not reactive selling. If you tell me the exact text or diagram number from your PDF (e.g., "Figure 2.3 on customer profitability"), I can tailor the story even more precisely to Peelen’s original wording.
Mevrouw de Vries not only returned but told her entire bridge club. Bakery B gained 12 new customers in one month. Bakery A lost three more regulars to them. Customer Relationship Management Ed Peelen Pdf 23
In a busy Amsterdam street, two bakeries stood side by side. Both sold fresh stroopwafels. Both had loyal morning customers. Customer retention is not about discounts
One Tuesday, Mevrouw de Vries didn’t come. Day two: still missing. On day three, Bakery B’s system flagged a . The baker called her. No answer. He sent a short message: “Missing you. Your sister’s almond cookies are ready when you are.” If you tell me the exact text or