Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Amy Beckley, founder of Proov, opens up about the challenge of building a recurring revenue model for a product that works so well Dr. Drew explores how partnerships could help the business grow ...

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...

When e-commerce teams talk about “retention,” they usually think about what happens after someone buys: onboarding flows, replenishment reminders, CRM campaigns and loyalty tactics. But in my time as ...

Your unhappy customers who leave negative reviews can also be your best source for insights to help your company grow. You don’t know your customer anymore Here are 4 ways brands can relearn their ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

Customer churn is not, and never was, solely a CS problem. It’s a fundamental company problem. Focusing on customer experience doesn’t require extra time, but it does lead to happier, more loyal ...