This study, through personal interviews, collected data on small retailers for three purposes: (1) to provide informative insights into small-scale retailing in New York City, (2) to explore retailers' opinions as to why customers shop at their stroes, and (3) to ascertain the more common problems experienced by retailers. (Author/BP)

Churn management is a concern for businesses, particularly in the digital economy. A customer relationship framework is proposed to help deal with churn issues. The model integrates the electronic channel and involves four tools for enhancing data collection, data treatment, data analysis and data integration in the decision-making process.…