计算衡量组织能够保留的客户与正在失去的客户的比例的措施。计算指标，例如更换品牌/供应商的趋势和回头客的比例，以了解客户流失和保留率的趋势。 Calculating measures that capture the proportion of customers the organization is able to retain to those it is losing. Compute metrics such as the tendency to switch brands/providers and the proportion of return customers to comprehend the trends within the customer attrition and retention rates.