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课时知能训练 Ⅰ.完形填空 (2011·上海高考)Everyone in business has been told that success is all about attracting and retaining(留住)customers.It sounds simple and achievable.But，__1__，words of wisdom are soon forgotten.Once companies have attracted customers they often__2__ the second half of the story.In the excitement of beating off the competition，negotiating prices，securing orders，and delivering the product，managers tend to become carried away.They forget what they regard as the boring side of business—__3__that the customer remains a customer. __4__to concentrate on retaining as well as attracting customers costs businesses huge amounts of money annually.It has been estimated that the average company loses between 10 and 30 percent of its customers every year.In constantly changing__5__，this is not surprising.What is surprising is the fact that few companies have any idea how many customers they have lost. Only now are organisations beginning to wake up to these lost opportunities and calculate the__6__implications.Cutting down the number of customers a company loses can make a big __7__in its performance.Research in the US found that a five percent decrease in the number of defecting(流失的)customers led to__8__increases of between 25 and 85 percent. In the US，Domino's Pizza estimates that a regular customer is worth more than $5,000 over ten years.A customer who receives a poor quality product or service on their first visit and __9__never returns，is losing the company thousands of dollars in__10__profits (more if you consider how many people they are likely to tell about their bad experience)． | 
