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  • What is a "Mix Shift" customer defection and how do I spot it?
  • What are the primary components of an effective sales strategy?
  • Why are the early signs of customer defection so difficult to spot?
  • My company seems to love platitudes. How do I get others to focus on real messages?
  • When conducting research interviews, how many should we try to conduct?
  • Why is customer retention so much more important in B2B than in B2C?
  • How can I tell if a customer is defecting early enough to do something about it?
  • What's a "bounce-back" offer and when would I want to use one?
  • Should we be able to command a price premium for every value-gap we identify?
  • Should it concern us that customers haven't ever considered the value-drivers we've identified?

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