ESX 2022

Session Details

June 17

9:45- 10:45AM CT

Operations Best Practices

Improve Customer Retention by Understanding Attrition

Your customers have lots of choices today.

When they are unhappy, they stop doing business with you. The more customers that leave, the less you grow. Yet, most companies don’t have a strong customer retention program to offset the negative effects of higher attrition, lower revenues and profits. According to a Harvard Business School report, on average, a 5% increase in customer retention rates results in 25% – 95% increase of profits, and 65% of a company’s business comes from existing customers! If you’re asking yourself, “what is customer attrition?” or “how do I retain customers?” then this is the educational session for you. 

In this session, we’ll explore:

How to collect and analyze attrition data

The top reasons why your clients leave you

What the average industry attrition rate is compared to yours

Proven methods that drive down attrition

What is customer attrition


Operations Best Practices

Operational excellence is vital to a thriving installation/integration company. Reduce truck rolls, manage costs, and improve customer retention with best practices shared by peers excelling in these areas. Maximize efficiencies and profit.

Related Courses

Labor Utilization Methods – Best Practices to Manage Rising Costs

Reducing Truck Rolls Through Technology and Repeatable Best Practices


Tim Creenan


Jeff Kahn


Brandon Savage