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The tough trading conditions of the past three years have highlighted how important it is to keep existing customers happy, while being constantly aware of new opportunities. According to the latest MYOB Business Monitor, businesses are planning to focus on customer satisfaction and growth in new markets in 2012. The most popular strategy for businesses is customer retention. This speaks volumes about the way business owners are structuring their business, and gearing them to be more service focused and proactive in keeping their existing customer base.