Remember the days when some companies couldn’t help but retain customers no matter what they did? If you are older, like me, you remember when the phone book was twice as thick, when people bought and used encyclopedias from a door-to-door salesperson, and when people would actually mail letters. There was no internet yet to compete and then eventually become the norm. These days rarely is a company that fortunate. Instead companies must plan, strategize and compete for every dollar.