Provides the personalization opportunities for customers that will encourage them not to switch to another Service Provider. Personalization allows delivery of services that more closely match the customer’s need. - Business Planning is essential to allow the Service Provider to match the customer’s future retention needs and potential acquisition needs, rather than just continuing with today's known needs.<br/>-Loyalty schemes allow tangible benefits to be offered to good customers in a mass-market.<br/>- The process aims to ensure that all information is gathered and used to make the best decisions to retain those customers the Service Provider wants to retain, heighten satisfaction and maintain profitability.<br/>
