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Measure your lost customer's "second lifetime" value

Measure your lost customer's "second lifetime" value: Customer Service: Winning Back a Lost Customer
Measure your lost customer's "second lifetime" value: Customer Service: Winning Back a Lost Customer

With lost customers, it’s important to identify their value to the company’s profitability once they come back. In other words, when they come back, their purchasing needs have likely changed, so what they bought as an original customer may be different from what they buy from you upon returning. This is called “second lifetime value.”

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Business Business Skills Communication Management

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