Customer intelligence
Retention should be engineered, not remembered.
Extended PR treats customer retention as a measurable operating system across communication, service, follow-up, repeat purchase and referral.
The lifecycle
Inquiry
Source, response time and qualification.
Customer
Sale, service delivery and profitability.
Experience
Support, communication and satisfaction.
Retention
Return cycle, follow-up and inactivity.
Advocacy
Reviews, referrals and repeat business.
Signals worth tracking
Lifetime value
Know the economic value of the relationship.
Inactive customers
Identify customers outside their normal return cycle.
Service quality
Track complaints, support and resolution time.
Follow-up discipline
Know whether the promised follow-up actually happened.
Extended PR
See it. Understand it.
Improve it. Prove it.
Every capability should connect to evidence, action and a measurable result.