Higher Profits Through Customer Lock-In

For the most part, Customer Satisfaction programs are ineffective. Companies need to strive for Customer Lock-in. Customers are locked into a company's product when the switching costs are high. This could result from the product being integrated into the companies business systems (Microsoft, SAP, etc). Thus, managers must ask themselves, "how can I increase the switching costs of my customer?" Bueschken's The Profile Consumer is Not Satisfied, but Locked In covers different strategies for locking in customers.