Client Retention Strategy Analysis at Eagle-Hitech Softclou Pvt Ltd, Chennai

Abstract

This study examines client retention strategies at Eagle-HiTech Softclou Pvt Ltd by analysing customer behaviour, service quality, satisfaction, and engagement using percentage analysis, factor analysis, Karl Pearson’s correlation coefficient, and Python-based analytics. The findings show that service quality, timely delivery, customer support, and trust significantly influence client retention. Factor analysis identifies four key dimensions: customer perception and personalization, satisfaction and loyalty, engagement, and customer advocacy. Python analysis indicates an overall retention rate of 72%, with higher retention in IT and retail sectors and lower performance in education and healthcare, along with a noticeable share of high-risk and recently onboarded clients showing higher churn probability. The study concludes that client retention depends on multiple interconnected factors and highlights the need for improved early engagement, consistent service delivery, and data-driven retention strategies to enhance long-term client relationships.