An economic downturn is bad for any business, especially since the customers don't spend much or are more careful on where & what they spend it for. And its admittedly a better strategy at such a time to look at the bottom lines than only the top lines. On these lines, its much more economical to retain customers than getting new ones - sometimes as little as 1/13th!
Leading CRM 2.0 blogger, author of the book CRM at the Speed of Light and a friend, Paul Greenberg has posted a very profound, in depth presentation filled with pearls of wisdom on retaining customers on slideshare. The lessons in there are worth filling up a whole book!
It has been presented in the old world business mode (meaning heavy usage of bullets & many lines of text per slide) and not the new world web 2.0 mode (meaning heavy usage of images & not more than 1 or 2 lines of text per slide). This was necessary because otherwise the size of the presentation would have been too big & the message would have got lost too. In its current form its concise & to the point with not many distractions with just 22 slides. But believe me it packs infomation worth millions!
So without much further ado, heres the presentation. :)
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