This document discusses metrics for measuring customer retention performance. It outlines several ways customer retention provides strategic value to an organization, including: 1) Bringing efficiency to outbound services through agent desktop integration and CRM integration. 2) Developing quantifiable methods to gather customer feedback through retention modules in CRM and disposition codes. 3) Presenting customer feedback to facilitate continuous service improvements. 4) Providing real-time dashboards and historical reports on services, agents, revenue, and retention levels.