<*dv_0*>Time: 18:00 Doors open for networking, 18:30 start, concluding by 20:00.

In the last quarter of 2003, Clientmind performed in-depth interviews with 120 senior company officers to ask them the following question: "What business-to-business services have you cancelled over the past year and why?" The results were fascinating, with 17 factors emerging, ranging from core service failures to issues of trust. Four of the factors account for around 70% of all supplier switching behaviour. The lessons learned from this study have value and applicability across a wide range of service firms intent on keeping customers for longer.