It's difficult to plan customer retention, however, because retention often involves customer interactions with your employees, and assuming, of course, you cost-effectively fulfill your clients' basic needs. It's also difficult to mandate employee-customer interaction without doing more harm than good. Before making any customer-retention plan, consider how you'll gather up the information you need to begin making a plan. I don't know the size of your company, so it's difficult to offer one best path. If your company is large, for example, you might have the experiences of several thousand customers to draw upon.
Statistical analysis is a possibility.
You could also use the usual surveys to begin collecting customer information. If you have a smaller company, you can probably wing it and do more guessing. Focus groups and discussions with present and past clients are useful options to consider as well. Here's what you want to find out. Idea Cafe Inc.