Jim answers questions from fellow Drillers (More questions with answers here , Work Overview here , Index of concepts here ) Topic Overview Hi again folks, Jim Novo here. Yea, sometimes customer retention is a very tough gig; some businesses are simply not likely to encourage repeat purchase. But you can still try, right? Or perhaps focus your efforts on where the real power to affect customer value is for this type of business – acquisition and onboarding. Let’s Drill Down … Q:   I bought your book a few months ago and I thought it was great. A:   Thanks for your support and kind words! Q:   I did what I could using your book, but my mind is going in circles and I need help. Unfortunately I can’t pay big bucks and am hoping that the “case” will be of enough interest to allow you to help me out at less than you could charge to bigger companies. A:   Perhaps!…