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If companies can satisfy its customer then companies eliminate these customer retention task,
eg, how al baik captured its customers by satisfying the needs. (same applies to e-commerce also).
Actually, it should be. But E-commerce compamies do not put any efforts on that. Online sales is uassualy a customer goes online, select the item he wants to buy, fill a form, pay and then receives his order. There is no interaction between comapnies and customers. To work on customer retention, you should know more about your customers, their needs, their interests, their focus,.... Unfrotunately the culture of e-commerce does not allow to collect this kind of information.
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