I have a ten year background in sales, and after reading it, I thought this was a very solid and useful book on increasing customer retention. The book is by no means long. I managed to get through it in one sitting. But the information it presents takes much longer to digest. In a series of well-linked chapters, the authors goes from the personal transformation in thinking that is sometimes needed, to institution changes, and then implementation and evaluation of the changes. Because of the books brevity, each chapter could have been expanded on further, but all the nuts and bolts information is present to make this a useful addition to your business library.