The global customer relationship management (CRM) services market is already a multibillion-dollar industry, and its continuing growth is a testament to the importance of retaining customers. Customer loyalty is earned through carefully nurtured client relationships and clear communications. Successful companies impress their clients with their project management expertise, and are sensitive to their clients' working styles and corporate cultures. This article emphasizes that cost-effective client retention strategies make more business sense than attempts to take on new business. If project managers stay focused on the project at hand, involve the client's employees in the project and achieve results that speak for themselves, then future business will follow.