This is my old presentation with some key slides on relationship handling and business relationships. What was new here? There are a few things, f.e. concept of syncretic quality created by prof. Casimir Rogozinski, my concept of of (free) business partnership and what are conditions to start it up. Then, I looked at concept of "loyalty" as 2 sides of one coin - as keeping customers (customer bonding) and not loosing them (buiding barriers and swichning costs).
I didn't find any reliable solutions to get informed in advance that my customer is about to leave (to foresee relationship termination). So I developed my own radar, based on business friendship concept. This radar works only as warning, and imediate action lets one to prevent customer leaving (if one wants that).
Let me know, if you are interested in this topic. I can put some more slides on this on slideshare.