Which features increase customer retention? most companies aspire to design goods and services that encourage repeat business. Yet businesses often invest in expensive features without adequately understanding how the features that attract new customers may differ from those that retain existing ones - Hamilton, Rebecca W.; Rust, Roland T.; Dev, Chekitan S. 1959- (MIT Sloan Management Review, 2017)
"Reprint #58202.". - Includes bibliographical references. - Description based on online resource; title from title page (viewed January 27, 2017)