Knowledge at Wharton - Interesting Article on Customer Behavior

From a the latest Knowledge @ Wharton newletter, I came across an interesting article entitled "Beware the Walking Dead: Analyzing Customer Data from a Multi-Service Firm." Click the link to read the article. The article speaks to the importance of leaving alone your customers who are about to discontinue using your services. For businesses that offer multi-services (from financial institutions, to telecommunications providers...and yes, I do think photographers are both customers of and, in some cases, vendors or providers of multi-services).